Service Administration/Technical Service Support

Summary about this job

Detail information about job Service Administration/Technical Service Support. Terms and conditions vacancy

Position Purpose

The B2B Service Administrator will handle all service requests that come in from Dealers / Clients and internal Sales Staff to handle all technical support requests. You will also escalate service requests through appropriate channels and you will have well-developed communication skills, including the ability to troubleshoot and give technical advice over the phone.  

Working in Service department and reporting to Aircon Service Supervisor your

Responsibilities will include but not limited to:

Administration Support

• Scheduling, entering and maintaining warranty service

• Ensuring prompt response to all service request

• Follow up on incomplete repairs

• Support departments with all calls and enquiries

• Maintain and monitor back order spare parts list

• Excelerate request when required

• Contacting and assisting network daily about warranty repairs and claims to have them resolved

• Any other duties as requested by Service Department  

Technical Support

• Assist Dealer/Clients with customer service complaint handling, product related questions and handle their enquiries

• Ability to provide technical support via phone and email to the B2B clients

• Proven technical support experience in a organisation

Customer Service

• Actively promote a culture of customer service excellence within the Organisation

• Entry of Manual Invoice from Service Network (dealers)

• Ensure escalations are logged in Global Service Front System (GSFS) and followed through to cases to ensure prompt resolution

Systems:

Ability to analyse, and produce a range of reports using MS Excel and Email
Advance skills with MS Excel

You Must have:

• Previously worked in a call centre environment or related customer service background

• Proven technical support experience

• B2B experience is highly desirable

• Competency with computers - Skill Testing Required

• Adaptable communication and interpersonal skills

• Experience in building relationships both with internal and external stakeholders

• Ability to work within the team and adapt quickly to a changing environment

• Ability to respond to and prioritise competing and often urgent requests in a calm and

           efficient manner while also maintaining high work standards and accuracy

• Ability to manage confidential and sensitive information

• Ability to synthesise and analyse information and make decisions

If you think that this is a role that you might be perfect for, please apply online with a cover letter or email your resume to [email protected]

For the purpose of security clearances you must be an Australian Citizen or Permanent Resident to be considered for this role.