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SalaryPosition Overview:
HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally
The Generator Service Administrator is instrumental in providing business-critical support to customers, including customer quotes, billing, and coordination of service. You will be a true advocate for customer support as well as tech support in the field.
Reporting Relationship: The Generator Service Administrator will report to the Service Manager.
Generator Service Administrator Responsibilities:
- Answer phones and respond to emails to resolve customer requests, advise of results, and provide needed course of action, or escalate to appropriate department
- Maintain accurate customer records
- Create tickets in CRM for repair and services
- Work with Parts department to prepare service and repair quotes
- Assist with shipping and monitoring of needed supplies for technicians
- Schedule annual services and approved quotes on technicians' calendar
- Track and update service orders for invoicing
- Process warranty claims with vendor
- Make follow-up calls on overdue accounts, update tracker with date, time, and outcome of contact
- Perform other duties as assigned
Personal Attributes
- Excellent written and oral communication skills
- Exceptional customer service skills
- Attention to detail
- Critical thinking skills with ability to solve problems logically and creatively
- Positive attitude
- Ability to collaborate with various teams
- Technical aptitude with a passion to learn
- Customer-first mentality in every situation
Travel expectations:
- Limited to no travel
Posting Qualifications:
- Power generation experience is preferred
- CRM software proficiency desired
- Prior Technical Support experience including experience in a customer-facing or customer technical support role desired
