Job title:
aftermarket administrator
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as an aftermarket administrator, you will be a key member of our customer support team. Your primary responsibility will be to provide exceptional customer service, ensuring that our customers receive the best possible experience.
key responsibilities:
* keep customers informed about their schedule and status of their service requests.
* manage all incoming service requests, evaluating their urgency and setting priorities accordingly.
* coordinate with customers and internal teams to ensure smooth installation activities.
* monitor and report on installation and warranty hours, determining whether requests are warranty-related or not.
* receive, log, and distribute field installation reports from customers.
* acquire po numbers when necessary before dispatching service engineers.
* coordinate shipping of required parts before service engineers arrive at customer sites.
* prepare schedules for service personnel and assign them to customers.
* contact service personnel to obtain or provide information and directions regarding service or installation activities.
* help document necessary information for customer site access (safety & insurance).
* maintain a gant chart of field installations.
* process paperwork and payments for contractor invoices.
* assist with travel coordination for service personnel.
* maintain a log and status report of customer service contracts.
* set up and maintain accruals for customer installations.
* interact with other departments such as sales, marketing, and engineering.
* collaborate with customers to create contracts using repse, adhering to new mexican regulations.
project management:
* work on project processes, receiving pos, requesting payments, issuing invoices, recollecting documents, and supporting supply chain shipping and importation.
* act as an intermediary between esab mexico and denton/karben/laxa/esab china.
* communicate with customers to obtain necessary documents, request payments, and track progress.
aftermarket sales:
* establish list prices for wears and parts for cutting automation.
* quote spare or consumable items during service requests.
* define stock levels for wears and parts of cutting automation.
* collaborate with product managers on obsolescence lists and undefined part prices.
* prepare monthly sales reports.
* generate backorder reports to forecast monthly sales.
software support:
* update customer contracts in columbus.
* provide basic support to customers.
* coordinate advanced support from usa.
* promote service contracts and columbus packages.
requirements:
* minimum 2 years of experience.
* excellent verbal and written communication skills.
* high level of english proficiency.
* high level of organizational skills.
* ability to quickly grasp technical data and communicate effectively.
* positive attitude, self-discipline, and proactive approach.
* ability to partner with customers through clear communication and expectation management.
* excellent time management with a sense of urgency.
* proficiency in office equipment and computers, including word, outlook, project, and excel.