Service support specialist

Primary Purpose : Provide customer service to internal and external customers regarding the status of Field Services

and / or materials.

Essential Functions :

o Provide assistance and respond to internal (Technical Sales Managers, Support Managers) and external customer inquiries, via email, and / or over the phone.

o Communicate to internal and external customers providing status, completion dates, and any job status change.

o Provide reminders to Field technicians related to FSR submissions, coordinating with the Services Manager if FSR are not being submitted in a timely manner.

o Create and assign job numbers for incoming work and create job packets.

o Prepare job worksheets for each job and distribute to applicable departments as needed. Scan job worksheets into the job tracking system.

o Print delivery tickets for incoming Field Service materials and scan into job tracking system / software.

o Ensure job tags are made for repairs as needed.

o Obtain purchase orders and / or job approvals from customers.

o Maintain and file customer purchase orders. Verify and enter customer purchase orders into job numbers / sales orders.

o Assign job numbers / sales order numbers to customer purchase order. Scan into job tracking software and forward Accounting for filing.

o Fax customer purchase orders to necessary parties as needed.

o Check the proof for customer information such as the ship to address and the customers billing number prior to sending to the Billing / Accounts Receivable Department.

o Ensure that the work scope / quote matches the PO number or the customer approval amount. Compare actual costs to quoted costs.

o Provide the billing proof to Services Manager with comments or concerns in for review of their departments’ labor hours and materials used.

Attach the reviewed work scope / quote, PO / approval, and delivery ticket with the proof to the Billing / Accounts Receivable Department for processing.

o Respond to service requests in a courteous and timely manner.

o Maintain a record of phone conversations with customers.

o Maintain incoming FSR / Job data within Syteline and interact with Sales / Services Manger on any delay in closing jobs.

o Provide monthly unified transaction reporting (Productivity Data) to the Services Manager / Director.

o Maintain Services financial data (Revenue / Expense / Margin SRO level) for weekly reporting to the Services Manager / Director.

o Provide support for placing material orders.

Last updated : 2024-05-03