Job Description

Akkodis is seeking Service and Support Administrator, Chelmsford MA 01824

Pay Range: $22 - $24/hr on W2 (The rate may be negotiable based on experience, education, geographic location, and other factors.)

Title: Service and Support Administrator

Location: Chelmsford MA 01824

Duration: 6+ month contract

Job Title: Service and Support Administrator

JOB SUMMARY: The Service and Support Administrator is a key liaison between customers and internal teams for the Fluid Analysis service and support business. This role is responsible for the timely and accurate processing of all customer requests, including handling inbound calls and emails, creating and managing service tickets in the CRM and ERP systems, and overseeing RGA/RA (Return Goods Authorization/Return Authorization) orders from quoting to completion. The Service and Support Administrator will manage service contracts and extended warranties, process payments, and resolve financial and/or purchase order discrepancies. This position requires excellent organizational and customer service skills to maintain accurate records, update procedures, and ensure a high level of customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support the Fluid Analysis (Spectro and Petrolab/Grabner) Service and Support Business

• Answer inbound calls and monitor phone system; routing calls to proper departments and to Customer Support Engineers; create new SalesForce (CRM) ticket (case) for each inbound request within one hour of being received

• Monitor the email inboxes continually for new RGA/RA needs, service, support, and status requests, create cases, and route emails as appropriate.

• Create, issue, track, complete, and archive RGA/RA quotes, orders, quote conversion, and warranty orders for customers in CRM system, ERP system, and archive servers.

• Quote and process standard services, warranty, associated parts and consumables orders, facilitate customer engagement, track warranty orders to monitor status.

• Escalate tickets to SOA Manager as needed

• Liaise between internal teams and customers; share documents, part numbers, and SDS upon request.

• Work with Finance and customers to oversee and process payment through credit card, request and review purchase orders, assist Finance with prepayments or payment issues; resolve any discrepancies to release service orders

• Lookup, update, and/or enter customer assets and information as needed to salesforce

• Enter or renew Support and Service contracts / extended warranties, proactively engage with customers, when possible, to promote service contracts, support contracts, extended warranties, service offerings; collaborating with Service and Support teams on opportunities to exceed customer expectations.

• Work with finance and shipping to facilitate orders, cases, and/or RGA completion including all associated paperwork and customer requests.

• Regularly review and update processes, procedures, and documentation to keep information current.

• Contribute to the team's success by assisting and seeking help from colleagues.

• Participate in internal and external audits for ISO upon request.

• Represent the voice of customer to internal teams and to assist informing business decisions and change as requested.

• Other duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Associate's degree (A.A.) or equivalent from an accredited two-year college/university or technical school; or 2-4 years' related experience and/or training; or equivalent combination of education and experience.

• Strong communication skills

• A positive attitude, exceptional work ethic, and a willingness to learn new skills

• Strong verbal and written English communication skills

• Strong attention to detail and good organization skills

• Post Sales support experience

• Must be able to work independently, with minimal supervision and among a team setting

• Approachable and pleasant

• Ability to collaborate with other disciplines within the organization

• Results oriented professional who respects and values team members

• Experience with Microsoft Office applications

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to plan, organize, contribute, and work well under pressure especially during escalations, customer management, at month and quarter end.

OTHER SKILLS AND ABILITIES

Knowledge of the following office platforms strongly preferred: Microsoft Office Suite, customer relationship management systems (CRM: SalesForce.com), computerized order entry systems (ERP: SAP/Navision)

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit .

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

Job Tags

Similar Jobs