Provides high level support within the internal and external Repair functions by creating, monitoring, and evaluating key KPIs for the repair services provided by DeVilbiss.  Reviews and audits external service center repair records prior to importing into the ERP system (AX).  Provides support to the training/support staff for the service center process related training function by identifying and confirming re-education needs and conducting follow up monitoring to ensure appropriate steps are being followed. 

 

Main Activities/Responsibilities:

Repair Data AuditingStatus Reports (daily, weekly, monthly, and annually) and backlog updates of service productPreparing and maintaining of reports, spreadsheets, trending graphs, etc. as required for repair servicesAssisting with order entry and monthly credit for service centersAssisting Manufacturing Engineering & Service Department in maintaining and creating repair documentation and procedures

 

Competencies:

Demonstrates the ability to learn how our products operate, troubleshooting when they fail to operate within specifications, and parts and service required to fix issues.Strong computer skills - highly proficient in working in MS Office (Excel, Word, PowerPoint)Excellent verbal and written communication, strong presentational skills, respected interpersonal skills, demonstrated ability to lead, teach others, and manage key initiatives to achieve successful results  Strong customer service and organizational skills

 

 

Reporting Relationships and Supervision:

The Service Support Administrator works under the supervision of the Manager, Service.   Most areas of responsibility are reviewed on a weekly basis.  In addition to the required daily duties, project work spanning up to 1-year may be assigned in cooperation with the Repair Associates and other functional areas of the business.

 

Education and Experience:

High School Graduate with business background or GED (minimal requirement)Must be highly proficient in data entry and in the use of Microsoft Office Software Packages, especially Excel and databases.Public speaking, training experience, preferred.