Service Administrator III

• Serves as the first point of contact for customers via phone or in-person, building strong and positive relationships.
• Assesses customer needs and gathers relevant information to support service requests.
• Creates and manages basic work orders within appropriate systems.
• Provides timely status updates to customers as required.
• Translates customer complaints into troubleshooting plans using guided workflows and diagnostic tools.
• Performs initial diagnostics and validates repairs by confirming issue resolution.
• Documents troubleshooting steps and outcomes in business systems for tracking and billing purposes.
• Analyzes issues to determine warranty eligibility and prepares claims in accordance with company guidelines.
• Coordinates technical escalations by gathering required information and engaging higher-level support resources.
• Ensures accurate service documentation, including customer, equipment, and technical details.
• Utilizes electronic service tools to diagnose, troubleshoot, and support maintenance activities.
• Maintains accurate records in service management systems for operational and historical tracking.

• High school diploma or equivalent required.
• Additional certifications or licensing may be required to comply with export control or regulatory requirements.

• Significant relevant work experience or specialized skills gained through education, training, or on-the-job experience.

• Strong communication skills with the ability to engage diverse audiences effectively.
• Customer-focused mindset with the ability to build and maintain strong relationships.
• Conflict resolution skills with the ability to handle challenging situations professionally.
• Ability to direct work, prioritize tasks, and remove obstacles to ensure timely completion.
• Basic financial acumen with the ability to understand key business indicators.
• Strong troubleshooting and diagnostic capabilities using structured processes and tools.
• Attention to detail in documentation and data entry within service systems.
• Ability to interpret technical information and apply it to service and warranty processes.
• Proficiency in using electronic service tools and related software systems.
• Strong organizational and problem-solving skills with the ability to manage multiple tasks.

Cynet Systems