Service Administrator

Position 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