Service Administrator

Service Administrators help our Service Centers meet their business goals of parts and service sales & growth, increased market share and profitability, and reduced costs through regional service administration support. They are responsible for implementing our company's parts and service administration process and routines, providing timely communication to internal and external customers, maintaining and safeguarding business documents, and assisting with customer service and training.

The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Noise protection may be needed on occasion in this role. This position is considered Safety Sensitive.

Responsibilities:

• Provide regional service administration support for Epiroc Service Centers
• Coordinate all administrative aspects of the service order process
• Assist with warranty work order process submitting claims as required
• Support other business groups in their efforts, including preparation of quotations, product application studies, and sales support material
• Assist with Work In Progress (WIP) management to include closing work orders
• Ensure that adequate customer, service center, and distributor administration support is available
• Provide assistance with other tasks as required at the service center, including but not limited to receipt of parts, dispatching/shipping of parts, answering customer calls, etc.
• Help support PSD projects and initiatives as needed
• Promote the sales of aftermarket products, including but not limited to; service agreements, spare parts, remanufactured components, rock drills, etc.
• Utilize alternative resources including other customer centers and product companies to better promote service administration processes and procedures
• Utilize scorecards to manage service work order maintenance to conclude work orders in a timely and efficient manner
• Create new files for work orders, credits, and other documents as needed
• Update reference documents regularly (Service Training Manual and other reference material)
• Understand and fulfill the requirements of company Policies not limited to technical warranty, product liability and Occupational Health, Safety and Environment
• Provide data entry into Excel, Access and/or other software systems as needed for various reports
• Maintain courteous and professional demeanor and communication with customers and internal staff at all times

Requirements:

• High school diploma or equivalent is required
• Three years of practical related experience in customer and/or technical service and training or equivalent combination of education and experience
• Mining or heavy equipment industry experience is highly preferred
• Valid driver's license
• Excellent verbal, written and presentation communication skills
• Proficient level experience working in MS Office, especially Word, Excel, PowerPoint and Outlook
• SAP and contact management systems experience is preferred
• Position may require approximately 10% travel to various locations for service admin support

Pay Range:
$25 - $33 per hour (This is an hourly position. Compensation determination is based upon job-related factors, such as experience, education, geographic location and other criterion).

Employment at Epiroc USA LLC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.