Hybrid Service Operations Administrator

at ZEISS Group

• Job title: Service Operations Administrator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $29 - $37 per hour
• Degree requirement: Associate's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Dublin, United States

About the role

• Service Operations Administrator handling all non-triaged ticket creation and service transaction auditing. Supporting ZEISS customers with efficient service coordination and logistics management.

Responsibilities

• Responsible for all non-triaged ticket creation/handling.
• Auditing of all service transactions related to the support of customers.
• Ensure tickets are efficiently dispatched to the field to meet SLA’s.
• Manage all coordination with Logistics partners while monitoring stock volume and returns.
• Maintain cross functional partnerships with multiple departments including Field Service, Tech Support, Customer Repair Center, Sales and Accounts Receivable.
• Assist Technical Support/ Call Center, CRC, and Field Service teams with customer requests, database corrections, ticket requests/dispatches, quotes, RMA’s, purchase requests/orders and other related transactions.
• Process credit and rebill requests from Accounts Receivable.
• Responsible for closure process of service orders completed by Field Service team or processing of documents in CRM/ERP to transact Inhouse Repair or Exchanges along with correcting errors as needed to ensure transactions flow and customers are invoiced correctly.
• Monitoring of open call load for Field Service Engineer and assigned region in relation to company Ticket Governance Policy.
• Assist FSEs with schedule organization, reassignments/reschedules, communication with customers, and other administrative tasks to support FSE/FSS and customers.
• Responding to customer inquiries and referring clients to the proper channels.

Requirements

• Associate’s degree or equivalent from two-year college or technical school, or three (3) years related experience.
• Excellent customer service skills, via phone and email.
• Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software).
• Excellent written and verbal communication skills.
• Highly organized individual.
• Ability to solve problems and make decisions within established guidelines together with FSE’s and FSS’s, CRC, etc.
• Fast learner with ability to adapt quickly to situations that change frequently.

Benefits

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay