Service Administrator

Service Administrator I

The Service Administrator I performs administrative and clerical duties in support of the department's equipment service function and coordinates the department's scheduled service activities.

Job functions include the following. Other duties may be assigned:

• Achieve and maintain service work in process (SWIP) service metrics, ensuring work orders are closed according to company directives and guidelines, working directly with Service Department Supervisors.
• Calculate and verify time card hours; enter time into system; reconcile labor recap and work closely with payroll as needed to resolve any discrepancies.
• Handle all electronic billing for the department.
• Work with electronic service operational reporting tools to ensure SWIP and other service information is maintained and updated.
• Perform data entry for all service work; open jobs as directed, review and verify accuracy and completeness of work orders; make corrections as needed; update and maintain on-line system work orders; close jobs as notified.
• Establish and maintain electronic and hard copy files and filing systems; set up and maintain service reports, records and schedules as needed or requested by service supervisors.
• Provide other clerical and administrative support to as may be needed, such as: job quotes, purchase orders and other related documents or reports requested.
• Maintain punctual, regular, and predictable attendance.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson's core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience: High school diploma or GED; and a minimum of one year of directly related experience in business administration, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

Must have excellent PC and data entry skills with good knowledge of relevant software.

Peterson's Communication Principles – Able to demonstrate the following communication skills and principles when working with customers, co-workers, and other stakeholders:

• Showing up and choosing to be present- to honor others and give my best self.
• Paying attention to what has heart and meaning- to understand and acknowledge the true intent.
• Tells the truth without blame or judgement- to motivate and build confidence.
• Open to outcome, not attached to outcome- to learn from what happened and never stop improving.

Peterson Values – Behavior and work product aligns with Peterson's Core values – Customer First, Integrity, Excellence, Teamwork, and Fun!

Accountability – Takes responsibility for own actions; Keeps commitments. Completes tasks on time or notifies appropriate person with an alternate plan; Focuses on performance, manages execution.

Curious – Continuously pursues opportunities to learn and grow professionally and personally. Solicits feedback to improve self, service, performance and the organization. Applies feedback to improve performance.

Leadership – Refrains from activities that would negatively impact organizational health and reputation, compromise trust or working relationships, or create unnecessary bureaucracy.

Ethics – Works ethically and with integrity; avoids any action that could be interpreted to be for personal gain, in violation of Peterson's Code of Conduct and Business Ethics, or as an abuse of positional power. Maintains confidentiality; Protects Customer, Manufacturer and Company proprietary information; promptly reports conduct that could is or could be considered unethical; Honest and forthcoming with information.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Focuses on solving conflict, not blaming; Remains open to others' ideas and tries new things; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Meets commitments.

Technical Skills – Has the skills needed to successfully perform job responsibilities and be viewed as competent. Shares expertise with others; Understands implications of decisions; Demonstrates knowledge of market and competition; Aligns work with organization's goals.

Communication – Speaks clearly, respectfully and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Listens to others without interrupting; Keeps emotions under control; Gives and welcomes feedback; Has personal awareness of body language and tone being used to maximize quality of communications.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests. Provides recognition for results; Offers to help others before being asked; Supports co-workers and provides them with grace.

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Manages difficult or emotional customer and/or employee situations; Responds promptly to customer and employee needs; Facilitates a work environment where individuals are treated with respect and are not subject to hostile or other harassing behaviors.

Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Flexible; Open to new ideas.

Initiative – Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Looks for ways to improve performance and the organization as a whole; Pursues training and development opportunities.

Dependability – Consistently reports to work on time as scheduled; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Commits to long hours of work when necessary to reach goals.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Must possess excellent written, verbal and customer relations skills.

Ability to calculate figures and amounts such as hours worked, rates of pay, and percentages regarding work order tasks. Ability to apply concepts of general basic math.

Has advanced basic computer job skills including logging on to systems, ability to communicate by email, ability to compose documents, enter database information, create presentations, download forms, and preserve/backup important data.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in standardized situations. Must be able to deal with common semi-complex customer problems involving setting up time schedules, questions on billings, updates on work in progress, warranty issues, etc.

This is a full-time position. Days and hours worked will mirror the business operations which typically runs Monday – Friday. May work more than eight consecutive hours at a time or more than 40 hours in a seven-day work period depending on work demands. Occasional evening and weekend work will be necessary. Travel will be required to branch locations, company events, professional development and industry conferences. Must have access to reliable transportation and must be able to travel via most efficient mode for work related travel i.e., airplane.

With Peterson's Customer First focus, the individual may encounter pressure in meeting customer needs, balancing competing deadlines and resource constraints. Situations must be handled in a manner that meets customer needs and does not negatively impact customer satisfaction. Customers are both internal and external.

While performing the duties of this job, the employee is frequently required to sit and talk or hear; frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. Employee may occasionally be required to climb and balance to attend department meetings, and/or company events. The employee must occasionally lift and/or move up to 25 pounds to handle office supplies or equipment. Specific vision abilities required by this job include close and distance vision, as well as the ability to adjust focus.

Most work performed is in an office environment with climate and noise controls. Periodic work outside the office and shop areas that may or may not have climate controls will be required. Some exposure to heat, noise, dust, fumes when working in field or shop environments may occur. Work environment considered to be moderate with seasonal temperature changes, occasional exposure to outside weather, and with a moderate noise level.

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

Peterson Machinery Co. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.