Service Department Administrator

Bornquist, celebrating its 85th year and one of the premier Manufacturer’s Reps in the Chicagoland area, has built dominant brand name recognition for every product that it represents in the Commercial, Industrial, HVAC and Plumbing markets in Northern Illinois. We offer competitive pay, benefits, and a friendly work environment for all employees. We focus on professional development by providing the necessary training for all employees to remain up-to-date on all our manufacturers and current technologies.

We believe our employees and customers will recognize us as a leader in our industry and a valuable resource!

We invite you to apply to be a part of our winning team!

We are an Equal Opportunity Employer: disability / veteran.

Position Summary:

The Service Department Administrator is responsible for the scheduling and dispatch of our service technicians who work with HVAC and plumbing systems and equipment. This position will handle requests for service or warranty coming in from phone calls and e-mails. This position also includes administrative responsibilities such as: invoicing, applying payments, order entry, purchasing, RMA entry and filing.

Duties and Responsibilities:

• Communicates directly with customers to schedule service calls, equipment and system start-up, and warranty repairs, providing limited technical info as necessary.
• Schedules, dispatches, and monitors service technicians and coordinates daily work with instruction from the Field Service Supervisor.
• Processes Service Ticket records of service calls, ensuring entry into ERP and delivery of Service Tickets and Invoices to customers.
• Reviews material list needed to fulfill service calls and determines where goods and/or services will be obtained.
• Enters Orders / Service Orders in ERP for products, parts and labor required on service calls.
• Tracks and receives products and parts required for service calls.
• Assists in creating and processing quotations for service work.
• Reviews warranty claims to ensure material is within the warranty period as specified by the manufacturer.
• Processes warranty claim requests working with Inventory and Order Processing Manager, sales, inside sales, warehouse, vendors, and customers as necessary and records in Tour De Force (TDF).
• Informs customers by email or telephone of pertinent RMA information, such as special instructions, and disposition of material.
• Coordinates return of defective material with the customer and the vendor.
• Works with sales, purchasing, service department, warehouse, manufacturers, suppliers, and customers as necessary to ensure resolution of customer concerns or issues.
• Performs other related duties as assigned by management.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required:
  • Proficiency utilizing Enterprise software (Prophet 21 by Epicor) and CRM tool (Tour De Force). Training can be provided.
  • Computer proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality.
• Other skills required:
  • Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
  • The ability to accurately assess customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
  • Communicating effectively verbally and in writing as appropriate for the needs of the audience.
  • The ability to listen to and understand information and ideas presented by others, both verbally and in writing.
  • The ability to express ideas and convey information clearly, simply and positively, both verbally and in writing.
  • Strong organizational skills and attention to detail.
  • Understanding of basic Accounting principles such as debits and credits.
  • Industry knowledge and technical aptitude a plus.

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands and Work Environment:

• Frequently required to stand, walk, and sit.
• Continually required to talk or hear, utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, or kneel.
• Occasionally required to lift/push/carry items less than 25 pounds.
• Specific vision abilities required by this job include: close vision; distance vision; depth perception and ability to adjust focus.