Service Administrator - III

Service Administrator III
Location: Albany NY / On-Site
Pay Rate: $26/hour
Schedule: Monday - Friday, 8:30 AM - 5:00 PM
Job Summary
The Service Administrator III serves as the first point of contact with customers to promote quality service and support business growth within the branch. This role is responsible for assisting customers, processing service requests, and ensuring efficient communication between the branch and its clients.
Key Responsibilities

• Act as the first point of contact with customers, either by phone or in person, developing and maintaining positive customer relationships
• Assess customer needs and gather required information
• Create basic work orders in the appropriate systems
• Provide status updates to customers as requested
• Translate customer complaints to develop troubleshooting plans and support repair validation
• Analyze customer issues to verify root cause and determine warranty eligibility
• Escalate technical issues to appropriate teams, ensuring accurate documentation and timely resolution
• Create and verify customer, equipment, and technical records in service management systems
• Utilize electronic service tools to diagnose, troubleshoot, and resolve issues
• Ensure accurate service documentation and compliance with warranty and business requirements

Qualifications & Competencies

• Communication: Ability to deliver clear, effective communication tailored to different audiences
• Customer Focus: Build strong relationships and deliver customer-centric solutions
• Conflict Management: Handle conflict situations effectively with minimal disruption
• Directing Work: Provide clear direction, delegate tasks, and remove barriers to ensure success
• Financial Acumen: Apply understanding of key financial indicators to support business decisions
• Instills Trust: Gain confidence and trust of customers and colleagues through honesty and integrity
• Diagnostics Application: Use tools and workflows to troubleshoot and resolve issues effectively
• Warranty Process: Accurately analyze and process warranty claims in compliance with policies
• Technical Escalation: Escalate complex issues while balancing timeliness and thoroughness
• Service Documentation: Capture and maintain accurate technical and customer data
• Electronic Service Tools: Apply appropriate hardware/software tools for diagnostics and troubleshooting

Education, Licenses, Certifications

• High school diploma, secondary education certificate, or equivalent experience (as allowed by regulations)
• May require licensing for compliance with export controls or sanctions regulations

Experience

• Significant relevant work experience or specialized skills gained through education, training, or on-the-job experience

Top Skills Sought

1. Communication
2. Customer Service
3. Sense of Urgency
4. Multi-tasking
5. Customer Relations

System One, and its subsidiaries including Joul, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #193-Precision Oakridge