Job Title:  Service Support Administrator

Position Summary

The Service Support Administrator’s (SSA) primary responsibilities are to  support the field with Siebel Field Repairs and Specialty SRs. The SSA will support their dedicated Service Area to ensure key performance indicators are met regarding, data corrections, incorrect po’s/bill to issues, open SR issues, SR invoice errors, and equipment issues .. The SSA processes all non service agreement releated requests regarding billing issues and subsequent credits. Trouble-shoot  service requests with Field Technicians when information is missing or they are experiencing system issues.  Process the following data corrections, new hire, backlog release and maintain overall service operations distribution lists. On an as needed basis, support technician assignments, warranty extensions and schedule update changes. 

Duties

1. Establishing invoice schedules and processes credits to service requests 

2. Monitoring agreements sold at point of sale & activating in a timely manner. 

3. Address invoice errors and data corrections, including:
•    Receive and process all requests for service invoicing issues, per credit/rebill process to ensure district revenue is accrued in the proper invoice period. 
•    Review Customer service request Purchase orders and work with District Service Manager (DSM) to resolve any discrepancies
•    Maintain and troubleshoot the following reports: incorrect po, open sr issues, sr invoice errros, equipment issues
•    Assist the collections department with research and customer follow up to resolve outstanding Service invoicing issues
•    Correct errors and educate field on how to avoid errors in the future
•    Maintain and move equipment in Siebel and manage equipment parent/child relationships
•    Assign technicians to service requests as required and work with assigned areas to identify past due backlog items that need to be released/cancelled. 
   
3. Maintain New Hire Process and Service Operations distribution lists.
4. Coordinate set up with appropriate departments and vendors.
5. Updating and maintaining Service Operations distribution lists and vendor information
6. Strive for continuous improvement:
•    Provide feedback to the field on resolved issues by identifying corrective steps to reduce errors  
•    Work to on identified gaps or improvements to existing back-office processes 
 

Required Experience

• Two (2) years' experience in business, customer service or accounting environment, preferably working with contracts.
• High school diploma or GED

Skills

• Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.
• Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel. Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.
• Demonstrated effective analytical, organizational, and written and oral communication skills.
   

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