Position Summary

This employee would be responsible for delivering exceptional customer support while coordinating field service operations and administrative activities. This role serves as the primary point of contact for customers, field technicians, and internal departments to ensure timely service delivery, accurate documentation, efficient communication, and outstanding customer satisfaction.

The ideal candidate will maintain strong relationships with customers, sales teams, service technicians, and internal departments while managing service requests, work orders, billing inquiries, technician support, and service administration functions.

Essential Responsibilities

Customer Service & Account Support

• Answer incoming customer service tickets, phone calls, emails, and Teams messages promptly and professionally.
• Respond to customer, sales, and field service inquiries from start to resolution.
• Serve as an account advocate by managing inquiries that require concierge-level support.
• Communicate proactively with customers regarding updates, delays, schedule changes, and other important information.
• Maintain effective customer relationships and ensure a high level of customer satisfaction.
• Recommend process improvements that enhance the customer experience.

Service Coordination & Field Support

• Coordinate service requests and support field technicians with scheduling, documentation, and service-related inquiries.
• Create, monitor, and manage van stock orders and Service Maintenance Agreement (SMA) parts orders.
• Order specialized parts, equipment, and tools required by service technicians.
• Collaborate with purchasing and other departments to ensure parts availability and support scheduled service calls.
• Coordinate after-hours on-call schedules and update answering services accordingly.
• Coordinate technician phone repairs, upgrades, and equipment needs.
• Support the onboarding and offboarding of field service employees, including new hire and termination documentation.
• Maintain technician contact information and distribution lists in coordination with Human Resources.
• Train employees and participate in cross-training initiatives as assigned.

Service Administration & Documentation

• Validate service data, close service work orders, and generate invoices accurately and timely.
• Print, electronically save, and maintain service billing records.
• Investigate and resolve billing discrepancies, price differences, and shipment issues.
• Process credit memos, rebills, and returns as required.
• Maintain customer, service, and account records within the ERP system.
• Complete customer-specific reports and ensure data accuracy and integrity.
• Submit requests for certificates of insurance.
• Process and close Return Material Authorizations (RMAs).
• Continuously audit mature service orders for accuracy and completion.
• Set up maintenance contracts and recurring service visits within ERP systems.
• Ensure all annual safety documentation and customer-required compliance documents are properly uploaded and maintained.
• Collaborate with multiple departments to ensure accurate communication and documentation of machine orders and service activities.

Continuous Improvement

• Identify and remove barriers that impact quality, customer support, on-time delivery, and customer satisfaction.
• Provide problem-solving support and recommend operational improvements.
• Support standardized processes and best practices to improve efficiency and service delivery.

Qualifications

Education

• High School Diploma or GED required.
• Associate degree in Business, Administration, or a related field preferred.

Experience

• Minimum of 2 years of customer service, service coordination, or administrative experience.
• Manufacturing, industrial, field service, installation, maintenance, or repair industry experience preferred.
• Experience with ERP systems, order entry, quoting, invoicing, returns, or ticketing systems preferred.
• Experience with Microsoft Office applications and data entry required.

Core Competencies

• Customer Focus
• Attention to Detail
• Communication Skills
• Problem Solving
• Interpersonal Skills
• Organization and Time Management
• Collaboration and Teamwork
• Adaptability
• Listening Skills
• Continuous Improvement Mindset

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Laura Jones