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    Service Administrator - Billings Metropolitan Area, United States - HM Cragg

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    Description

    Job Description

    Job Description

    Position Overview:

    HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally

    The Generator Service Administrator is instrumental in providing business-critical support to customers, including customer quotes, billing, and coordination of service. You will be a true advocate for customer support as well as tech support in the field.


    Reporting Relationship: The Generator Service Administrator will report to the Service Manager.


    Generator Service Administrator Responsibilities:

    · Answer phones and respond to emails to resolve customer requests, advise of results, and provide needed course of action, or escalate to appropriate department

    · Maintain accurate customer records

    · Create tickets in CRM for repair and services

    · Work with Parts department to prepare service and repair quotes

    · Assist with shipping and monitoring of needed supplies for technicians

    · Schedule annual services and approved quotes on technicians' calendar

    · Track and update service orders for invoicing

    · Process warranty claims with vendor

    · Make follow-up calls on overdue accounts, update tracker with date, time, and outcome of contact

    · Perform other duties as assigned


    Personal Attributes

    · Excellent written and oral communication skills

    · Exceptional customer service skills

    · Attention to detail

    · Critical thinking skills with ability to solve problems logically and creatively

    · Positive attitude

    · Ability to collaborate with various teams

    · Technical aptitude with a passion to learn

    · Customer-first mentality in every situation


    Travel expectations:

    · Limited to no travel


    Posting Qualifications:

    · Power generation experience is preferred

    · CRM software proficiency desired

    · Prior Technical Support experience including experience in a customer-facing or customer technical support role desired



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