Job Description: Job Description
Job Description:
Manages field service and customer inquiries in relation to service requests. Coordinates the on and off boarding of service techs and the administration of supplies.
Responsibilities:- Respond to inquiries from field techs and customers. Obtain necessary information relating to service issues, investigate billing problems, collect and research documentation, review and adjust discrepancies and resolve issues
- Follow up with customer to review and ensure problems are resolved
- Print and electronically save service billings that pertain to the field
- Validate data and close all service work orders to produce invoices
- Create and monitor Van Stock and Service Maintenance Agreement (SMA) parts orders for service techs
- Orders specialized parts and tools for service techs
- Collaborate with purchasing to determine part availability and ensure field service needs are met to satisfy scheduled service call
- Process credit memos and re-bills as required
- Compile and distribute necessary paperwork for new hire setups and terminations/ resignations
- Train employees as assigned (Cross train)
- Maintain field service employee addresses and phone numbers for distribution list throughout client and coordinate with Human Resources
- Coordinates with Field Service Techs for phone repairs and upgrade eligibility
- Coordinate after hour on call & cotton program and update answering service.
- Close field Return Material Authorization (RMA)sContinuously audit mature service orders
- Submit requests for certificates of insurance
- Set up of maintenance contracts in NAV then manually communicate with D365 to set up reoccurring visits.
- Ensure all yearly paperwork is uploaded into National and local safety sites and specialized entries for specific customers
- Collaborates with other departments and platforms to ensure proper communication on all machine orders while uploading into systems
- Ensure updated work orders and invoices are communicated to all necessary parties.
- Process reporting for KPI's, Warranty and Month End for Director
- Collaborates with Customers, Sales, Vendor and Techs regarding Depot Repair and Shuttle program
- Manages field service award program
- Facilitate the coordination of GCU Rack Kit Toolboxes to and from Customer locations.
- Perform other duties as assigned
Requirements: 2+ years of customer service.
Education: High School Diploma or GED required.
Company Description:
Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.
Company Description:
Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.
