Field Service Administrator - Calibration

Location: American Calibration Office - not remote. 

POSITION SUMMARY

The Service Administrator Calibration is responsible for facilitating the flawless execution of customer calibrations. The administrator shall proactively work with customers to coordinate calibrations to be performed onsite, in a lab or via a third-party contractor at the recommended cadence. The administrator shall maintain the highest level of integrity while balancing customer demand and company efficiency goals. Meet or exceed customer expectations so that they remain a loyal customer and continue to partner with the company in the future.

CORE RESPONSIBILITIES

Ensure reliable communication between customers and technicians

Coordinate on-site calibration dates with customers

Ensure all required documentation is provided for the technician in advance of the calibration event

Confirm customer contact information is accurate

Ensure the allocated technician and equipment are available for the customer's required timeline

Create and assign work orders via Salesforce software

Create service appointments and assign resources in Salesforce

Coordinate scheduling requirements with the Client Estimator

Tactical responsibilities include, but are not limited to, monitoring monthly IndySoft pending calibration emails, handling customer escalations, reacting appropriately to customer emergencies, and ensuring excellent communication between 3rd party vendors, clients, and company technicians.

Maintain at least an 80% planned utilization rate with the technicians. 

Proactively schedule the clients and technicians with a 90-day lead time.

Verify IndySoft data and usage compared to Salesforce work orders, monitor, and follow up where discrepancies exist.

CORE COMPETENCIES

Demonstrates the highest level of detail orientation, organizational skills, and the ability to multitask efficiently

Able to schedule Technicians for maximum territory coverage when traveling

Demonstrates a sense of urgency to attain and exceed desired results

Ability to leverage a variety of resources and influence others

Ability to balance simultaneous projects while meeting assigned project timelines

Advanced oral and written communication skills with the ability to write and edit business correspondence

Able to maintain a high level of confidentiality

Self-directed, detail-oriented, and flexible

Willingness to learn and perform any/all work duties, including outside the job description

Forward-looking thinker who actively seeks opportunities and proposes solutions

Other core competencies will be defined by your direct supervisor/manager

SELF-LEADERSHIP: 

Strong interpersonal, oral, and written communication skills

Ability to bring forward recommendations and problem-solve in real time

ACTION-ORIENTED: 

Taking ownership and new challenges with a sense of urgency, high energy, and enthusiasm

Provide direction, delegating, and overcoming obstacles to obtain results

INSTILLS TRUST: 

Gain the confidence and trust of others through honesty, integrity, and authenticity

OPTIMIZES WORK PROCESSES: 

Understand the most effective and efficient processes to get things done, with a focus on continuous improvement

CUSTOMER & TEAM MEMBER/EMPLOYEE FOCUS: 

Build relationships and deliver customer/team member/employee-centric solutions.

CORE EXPERIENCE AND EDUCATION

3+ years' experience in customer service

Salesforce (or another CRM) and IndySoft preferred

Exceptional leadership, interpersonal communication, and relationship-building skills

Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines

Exhibit a high level of professional conduct, integrity, and accountability

Proficient in Microsoft Office products (i.e., Word, PowerPoint, Excel)

Ability to travel as needed for the role, estimated at 10%

MENTAL/PHYSICAL REQUIREMENTS

Ability to be on your feet while performing job requirements

Ability to sit for periods depending on the job requirements. 

Frequent alpha/numeric keyboarding.

Ability to use a computer for periods. 

Ability to exert up to 10-20 pounds occasionally. 

Ability to balance, reach, and grasp as needed for the job.

Ability to crouch, grasp, and lift products above the shoulders to lift boxes and products from the floor properly.  

WORK SCHEDULE

This position requires a 40-hour minimum work week. 

This position is located in the office, not remote 

This position is non-exempt.