CSSNA Service Administrator - III

Job Title: Service Administrator

Duration: 6 Months

Location: Hilliard OH USA 43026

Shift Time: 7:00am 4:00pm (1 hour lunch)

Description:

Must Have:

• Warranty experiences / skills
• Engine applications familiarization
• Customer Experience

Job Summary:

• Serves as first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.

Key Responsibilities:

• Serves as the first point of contact with customers either on the phone or at the branch developing positive relationships with key customers.
• Assesses customers needs and gathers pertinent information Creates basic work orders in appropriate systems Provides some status updates to customers as requested Qualification and Competencies.

Competencies:

• Communicates effectively Developing and delivering multimode communications that convey clear understanding of the unique needs of different audiences.
• Manages conflict Handling conflict situations effectively with a minimum of noise.
• Customer focus Building strong customer relationships and delivering customercentric solutions.
• Directs work Providing direction delegating and removing obstacles to get work done.
• Financial acumen Interpreting and applying understanding of key financial indicators to make better business decisions.
• Instills trust Gaining the confidence and trust of others through honesty integrity and authenticity.
• Diagnostics Application Complaints to develop troubleshooting plan; troubleshoots issue following guided workflows procedures specialized equipment such as mechanical and electronic service tools and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Warranty Process Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Technical Escalation Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Service Documentation Creates and verifies customer equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to have an accurate record of the work done.
• Electronic Service Tool Application Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Education Licenses Certifications:

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Requires significant relevant work experience or specialized skills obtained through education training or onthejob experience.