About this role
Responsibilities and Duties
- The Proactive Services Administrator is responsible for customer satisfaction and overall profitability within the departments area of responsibility.
- Review and react to all incoming fluid samples and contact customers about abnormal results.
- After gathering data and customer approval, hand off diagnosis and repairs to the branch Service Manager for follow up.
- Notify the warranty team to get approval for HST final drive flush.
- Alert PSSRs when SMR and/or sample data are trending toward component replacement, using OEM life estimates. If no PSSR is assigned, alert the branch Service Manager.
- Create logins and roles for employees and customers on KOWA/HORIZON web portal.
- Manage customer profiles in KOWA/HORIZON web portal.
- Add newly sold machine components in KOWA/HORIZON web portal.
- Update machine components and fluid types.
- Create job codes in IntelliDealer for use as standard job pricing and quoting, researching parts and labor history to determine accurate descriptions and complete parts lists.
- Create Service Agreements in IntelliDealer for all units sold with a PM contract or agreement. Monitor and maintain service contracts throughout the term.
- Prepare as needed specific machine Iron Life PM sales quotations for use by both equipment and PSSR salesman
- Prepare as needed CARE PLUS Program quotations
Qualifications
- High School diploma or equivalent
- Minimum of two years of related experience in the equipment or oil industry
- Proficiency with computers and ability to effectively use CEC systems and processes
- Valid Drivers License and a safe driving record
- Written and verbal communication skills, ability to demonstrate and state facts to all contact people.
- Knowledge of office equipment operation and PC skills
Physical Requirements
- Required to use computers and office machines
- Work environment is consistent with that of construction equipment yard and repair shop
- Safety training and PPE is required
- Occasional lifting up to 25 lbs.
- Must be able to sit and stand for long periods of time with frequent bending and stooping