Proactive services administrator

RESPONSIBILITIES AND DUTIES

• The Proactive Services Administrator is responsible for customer satisfaction and overall profitability within the department’s area of responsibility.
• Review and react to all incoming fluid samples and contact customers about abnormal results.
• After gathering data and customer approval, hand off diagnosis and repairs to the branch Service Manager for follow up.
• Notify the warranty team to get approval for HST final drive flush.
• Alert PSSRs when SMR and/or sample data are trending toward component replacement, using OEM life estimates. If no PSSR is assigned, alert the branch Service Manager.
• Create logins and roles for employees and customers on KOWA/HORIZON web portal.
• Manage customer profiles in KOWA/HORIZON web portal.
• Add newly sold machine components in KOWA/HORIZON web portal.
• Update machine components and fluid types.
• Create job codes in IntelliDealer for use as standard job pricing and quoting, researching parts and labor history to determine accurate descriptions and complete parts lists.
• Create Service Agreements in IntelliDealer for all units sold with a PM contract or agreement. Monitor and maintain service contracts throughout the term.
• Prepare as needed specific machine Iron Life PM sales quotations for use by both equipment and PSSR salesman.
• Prepare as needed CARE PLUS Program quotations.

QUALIFICATIONS

• High School diploma or equivalent.
• Minimum of two years of related experience in the equipment or oil industry.
• Proficiency with computers and ability to effectively use CEC systems and processes.
• Valid Driver’s License and a safe driving record.
• Written and verbal communication skills, ability to demonstrate and state facts to all contact people.
• Knowledge of office equipment operation and PC skills.

PHYSICAL REQUIREMENTS

• Required to use computers and office machines.
• Work environment is consistent with that of construction equipment yard and repair shop.
• Safety training and PPE is required.
• Occasional lifting up to 25 lbs.
• Must be able to sit and stand for long periods of time with frequent bending and stooping.