Service Administrator

Company Description

For over 50 years, DN Solutions has built machine tools that shape the world around us, including the cars we drive, the planes we fly, and the medical devices that save lives. We develop smart machines and customized solutions that advance these essential industries.

Join our applications engineering team and help customers put advanced mill-turn technology to work.

Job Description

The Service Administrator will provide both engineering and administrative support to the Customer Service Team, with primary responsibility for Salesforce Service CRM operations and data management. This role will oversee daily CRM activities, including service ticket/case management, Service Order and Service Appointment coordination, data accuracy, user support, reporting, and system-related issue follow-up.
The position will also support dealers, service engineers, and internal users with CRM-related activities, technical documentation, warranty administration, reporting, purchasing, invoicing, recall processes, and other CS operational activities. The role requires strong organizational, analytical, communication, and problem-solving skills, as well as professionalism in all interactions, both in-person and by phone.

Job Responsibilities

- Manage Salesforce Service CRM operations: Oversee daily service cases/tickets, Service Orders, Service Appointments, scheduling, assignments, data accuracy, and closure; provide day-to-day CRM support to RSMs, FSEs, Service teams, dealers, and internal users.

- Monitor and analyze service data : Review open service activity, data quality, and user compliance; create and maintain Salesforce reports, dashboards, and KPIs; identify trends, outstanding actions, and opportunities for improvement.

- Support CRM system development and improvement : Gather user requirements, troubleshoot system issues, coordinate enhancements with HQ IT, and assist with testing, implementation, and continuous improvement of Salesforce and related Customer Service systems.

- Train and support CRM users : Develop procedures, work instructions, and training materials; provide user training and guidance; promote consistent CRM processes, data-entry standards, and system adoption.

- Support customers, dealers, and Field Service operations : Coordinate service communications, appointments, work orders, and engineer schedules; assist dealers and internal teams with Salesforce, SAP, Dealer Portal, QSR, and other service-related systems and processes.

- Provide Customer Service administrative support: Maintain warranty records and support invoicing, purchasing, reporting, and other service administration activities as needed.

Job Requirements

Required

- Associate degree or college diploma in Business Administration, Information Systems, Engineering Administration, or a related field preferred.

- Experience with CRM systems required; Salesforce Service Cloud/Field Service strongly preferred.

- General understanding of Customer Service and Field Service operations, including service requests, dispatch/scheduling, field service activities, Service Orders, Service Appointments, and service completion.

- Experience with Salesforce administration, CRM operations, data management, reporting, or user support preferred.

- SAP experience strongly preferred.

- Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.

- Experience with invoicing, bookkeeping, purchasing, or purchase order processes preferred.

Company Benefits

- Competitive pay based on experience.

- 401(k)

- Health, Vision, and Dental Insurance

- Life Insurance and Short-Term Disability

- Paid Time-Off including vacation, sick time, and Holidays.

- Employee Referral Program

Our success is driven by our team of talented, dedicated individuals working closely together to meet or exceed customer expectations. Take the next step in your career and become part of our fast-growing company.

DN Solutions America is an equal-opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.