Aftermarket Administrator

Job Description:

Aftermarket administrator will report to the Aftermarket Manager in our Monterrey MX office location. The successful administration will bring a visionary pro-active approach to providing customer service. The administrator will be the main point of contact for our customers worldwide who need Service Engineer’s to visit their sight. He/she will be part of a team of people within our customer support Department. Exceeding customer expectations is the primary responsibility of all personnel within the department. He/she will be on charge of the follow responsibilities:

Field Service Coordinator Key Responsibilities

• Keeping customers informed on all aspects of the current schedule
• Managing all incoming service request, properly evaluating the urgency, and setting the appropriate priority to the request
• Coordinate all installation activities with customers and departmental personnel
• Monitor installation and warranty hours for each machine, determine if the service request should be warranty or not and maintain summary reports
• Receive, log, and distribute all incoming Field Installation Reports
• Acquire PO number when applicable before dispatching a Service Engineer
• Coordinate shipping of required parts before the Service engineer’s arrival to the customer’s activities
• Prepare schedules for service personnel and assigns personnel to customers
• Contact service personnel to obtain or give information and directions regarding service or installation activities
• Help with documentation needed to access customer sites (Safety & Insurance)
• Maintain Gant Chart of Field Installations
• Process paperwork and payments of contractor’s invoices
• Assist with travel coordination of service personnel
• Maintain a log and status report of all Customer’s Service Contracts
• Set up and maintain accruals for customer’s installations
• Interact with other departments such as Sales, Marketing and Engineering, etc.
• Create the contracts with every customer that request service. The contract is called REPSE and is to fulfill the new Mexican low of specialized services.
  
  

Project management

• Work on process for a new project. Receive PO, request payments, issue the invoice, recollect the document to issue the PO internally, support supply chain for shipping and importation, coordinate until deliver at customer.
• Be the intermediary between ESAB Mexico departments involved and Denton/Karben/Laxa/ESAB China.
• Be the main contact with the customer to recollect documents needed, request the payments, and keep updated of the progress of the project.
• Set the list price of all the wears and part for cutting automation.
• Quote spare or consumables when a service is involved.
• Define the correct stock level of inventory for wears and parts of cutting automation.
• Work with product manager on obsolescence list or with parts without price defined.
• Prepare the monthly sales reports.
• Prepare the backorder report to define the monthly forecast.
  
  

Software support

• Update the customer contracts of Columbus.
• Provide basic support to the customers.
• Coordinate advanced support from USA.
• Promote the service contracts and Columbus Packages.
  
  

Knowledge, Skills & Abilities

• 2- year Degree or relevant experience
• Above average verbal and written communication skills
• high level of verbal and written communication in English
• High level of organization skills
• Ability to quickly grasp technical data and communicate this data
• Positive take charge attitude
• Possess decision-making capabilities combines with self-discipline and proactive attitude
• Ability to partner with customers with clear communications and expectations management
• Excellent time management with a sense of urgency
• Proficient on office equipment and computers, including, but not limited to, Word, Outlook, Project, and Excel