Digital Service Administrator

Summary: As a key member of the Digital Service team, this new role will be responsible for developing a system to manage the parts for service requirements, HQ spares, and local/regional warehouse stock levels. The role is responsible for coordinating the efficient operation of the Field Service parts department. Additionally, the role will support the digital service process in providing strong customer service skills to improve customer satisfaction. This is an exciting opportunity for someone who is seeking career growth and development.

Duties and Responsibilities:

• Develop a logistical flow to ensure immediate/rapid access to spare parts for our customers and Service team.

• Document and order the spare part types, quantities, and end locations needed to support each product in our digital portfolio.

• Manage various OMS queue to process and ship orders on a daily basis , including parts, tooling, service

• Handle RMAs for digital customers

• Assess the existing parts database for ease-of-use, efficiency and accuracy.

• Consolidate common parts such as filters, ink jet heads, ink circuit hardware, etc. so that inventory is minimized and the number of POs to support the Service needs are limited.

• Create product-specific spares maintenance kits for customers.

• Create requisitions for purchase orders needed to fulfill our maintenance and support needs.

• With Sales, forecast the installed base growth and the corresponding spare parts needs for each product

• Consolidate the Field Service data to properly invoice customers

• Part failure data should be documented to identify high failure rate items with metrics given to Engineering and Purchasing to pursue improvements with our suppliers.

• Poorly performing suppliers should be identified with corrective action and/or alternative sourcing work supported with Purchasing and Engineering.

• Support incoming service calls and funnel through case process for case to be dispatched

• Initiate customer surveys to gauge customer satisfaction and publish this feedback to service manager regularly (ie: post installation, post service, etc)

Requirements:

• Good organizational skills, strong attention to detail, and a high customer support mentality.

• Experience with capital equipment and familiarity with electromechanical components and technology.

• Adept with electronic inventory, purchasing, and receiving components of industry software.

• Ability to work in a high paced, hands-on environment while also being able to effectively work on time sensitive projects.