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About the role
Reports To: Service Manager
Job type: Full Time/Non-exempt
Location: St. Paul, MN
The Service Administrator is responsible for supporting the daily operations of the Service Department by managing customer service inquiries, coordinating case intake and follow-up activities, maintaining accurate records in Salesforce, and providing operational reporting and administrative support. This role serves as a key point of contact for service-related communications and helps ensure timely case resolution, efficient department processes, and a high level of customer satisfaction.
What you'll do
- Answer incoming service calls, create and document Cases in Salesforce, and assign or escalate Cases to the designated Phone Support representative for the week.
- Monitor the Service inbox, create and document Cases in Salesforce for customer inquiries, and assign or escalate Cases to the designated Phone Support representative for the week.
- Monitor open Cases in Salesforce, follow up as needed to ensure timely resolution, and close Cases upon completion.
- Generate and distribute operational reports from Salesforce to support service performance monitoring and business decision-making.
- Provide administrative and operational support to the Service Manager and VP of Operations.
- Support service department processes and activities to ensure efficient operations and exceptional customer service.
- Assist with machine Pre-Installation Package creation
- Perform other duties and special projects as assigned.
- Occasional travel may be required (up to 10%).
Qualifications
- Motivated self-starter, team player able to manage multiple projects simultaneously
- Microsoft Office products knowledge required
- Salesforce or other CRM software experience a plus
- Excellent technical, communication, and presentation skills is a plus
- Knowledge of Matsuura Machinery product lines is a plus
- Candidate must be able to meet the physical requirements of the job
- Candidate must pass a criminal background check and drug test
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