Service administator

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.