Technical Service Administrator

Description

PURPOSE OF JOB:

Provide support to the service department by coordinating activities to ensure that complaints and service activities progress smoothly.

MAJOR DUTIES AND RESPONSIBILITIES:

Handle all PASCAL related incoming service calls, emails and customer inquiries for action items
Work with QA to address open complaints from customers, field service engineers, or sales reps
Assist Supervisor to Schedule/dispatch field service engineers for service calls
Train New Customer Service team members
- Work Instructions for both ERP and CRM systems
- Processes and Procedures
Assist Supervisor with maintaining and implementing training documents and work instructions for both Customer Service and FSE training
Coordinate training logistics for in-house training for new-hires and distributors on PASCAL product line
Process parts orders/RMA’s for service calls, as well as international rep orders
- Receive in RMA and assign to technician in CRM and move to test bay
- Retrieve tested parts to book and close RMA in CRM
- Complete inventory movement in ERP and return inventory to stockroom
Support the Supervisor with service call, RMA, sales order, and warranty compensation activity
Assist in preparing part orders and shipping documents, tracking deliveries, and updating customer records.
Processes invoices and credit card payments
Other duties/ projects as assigned by Supervisor

QUALIFICATIONS

AS in Business Administration or equivalent
5+ years of administrative or operations support experience, ideally service-oriented
Familiar with Lasers or Medical Laser products a plus
Ability to multi-task, prioritize, and work in a fast-paced environment
Excellent communication skills (written and verbal)
Conflict-resolution skills
Familiar with Windows based ERP system a plus
Positive attitude and a team player

Additional Information