Service Administrator (WIP)

PRIMARY FUNCTION:

This position is responsible for performing clerical duties to ensure correct billing to customers, correct accounts payable and receivable, to maintain work orders, compile and deliver monthly reports, and to maintain good customer relations by handling customer inquiries and concerns.

Bilingual (Spanish/English) skills are preferred but not required.

ESSENTIAL DUTIES:

• Reviews, updates, and closes work orders.
• Separate work order packets and maintain work order filing system. 
• Identify and route appropriate warranty documents to the warranty department.
• Answers telephone for service department routes calls to appropriate personnel.  Ensures excellent customer relations by resolving telephone or direct request, issues or concerns.
• Types correspondence, quotes, records, completing forms, reports, etc. Maintains department files.
• Review Hyster-Yale Fleet and other applicable 3rd party billed work orders for accuracy and customer/vendor/Lift Systems standards compliance prior to closing.
• Contacts appropriate branch service, parts or rental staff for missing or needed information before closing work orders.
• Close Hyster-Yale Fleet and other applicable 3rd party billed work orders and invoice immediately.
• Monitors 3rd party vendor site reports for missing information and rejections. Relays to billing department in an effort to timely correct and secure payment for services rendered.
• At times contacting the 3rd party vendor to receive or relay additional information needed to ensure proper and timely payment of invoices.
• Adhere to specific customer requirements for reviewing and billing work orders.
• Verify PM pricing and bills customer for service and parts utilized. Consults with Contract department to resolve discrepancies.
• Calculates meal, business travel mileage, and outside purchase expenses. Logs to Concur, routes to Manager for approval. 
• Ensures excellent customer relations by resolving telephone or direct requests, issues or concerns related to service work orders.
• Receives mail and distributes.
• Coordinates customer inquiries and concerns.
• Contacts customers for purchase orders as needed.
• When applicable, maintains and tracks customer purchase orders to ensure accurate billing for customers and timely receivables.
• Maintains office machines and supplies (printers, copier, typewriter, etc.).
• Issues credit to customers and email credit department to update receivable accounts
• Provide back up support for teammates.
• Maintain accurate customer notes that are visible in the business system and can be shared with teammates and manager.
• At times, may be required to generate and maintain reporting for Fleet Services and WIP Room Manager and/or Service Manager.
• At times, may be asked to participate as a subject matter expert on projects related to service administration.
• At all times adhere to company policies and procedures and exhibit company core values.

Leadership Role Only- Must be trained and approved for access

• Coordinates preventive maintenance program. 
• Review contracts for compliance.
• Set up new PM contracts on the PM scheduling system.
• Generates and distributes PM reporting as requested to Service and Sales.
• Update Customer Requirement notes in Business System

MINIMUM REQUIREMENTS

Education:

High School diploma.

Work Experience:

Two years working experience in a similar administrative related position.

Physical:

Must be able to work for long periods while seated.  Must have ability to clearly communicate with customers on the phone or in person.

Good customer relations and pleasant personality is a must.

Must be PC literate with an intermediate skill level in word process and data base management software.(preferably Microsoft).

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.