Service Administrator

Period : 5 months

Location : McMurray Alberta CAN T9K 0T4

Job Description

• Reception of contractors and customer
• Coordination of service & advise of work needed/completed
• Admin duties as assigned

Must Have Skills:

• Good communication skills
• Good telephone etiquette
• Computer experience - experience with Excel preferred
• Past experience with service or automotive industry
• Demonstrated success in customer-facing roles

Onsite position

M-F, 7-4, with a 30-minute unpaid lunch break

Job Summary

Serves as first point of contact with customer to promote quality customer service and assist with

increasing business within the branch location

Key Responsibilities:

Serves as the first point of contact with customers either on the phone or at the branch, developing

positive relationships with key customers.

Assesses customers needs and gathers pertinent information

Creates basic work orders in appropriate systems

Provides some status updates to customers, as requested

Qualifications and Competencies

Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a

clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Financial acumen - Interpreting and applying understanding of key financial indicators to make

better business decisions.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and

authenticity.

Diagnostics Application - Translates customer complaints to develop troubleshooting plan;

troubleshoots issue following guided work flows, procedures, specialized equipment such as

mechanical and electronic service tools, and diagnoses computer software to isolate failed

components to enable a successful repair; validates repair by duplicating complaint to ensure it has

been resolved; documents results of troubleshooting in business systems to communicate what has

been done for payment and historical tracking.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated

progressive damage using published service information; interprets the warranty

administration manual to determine eligibility for coverage and claim requirements; identifies items

associated with repair that can be covered and communicates to stakeholders; files a claim in the

appropriate system using proper documentation and requirements to receive accurate settlement.

Technical Escalation - Obtains product technical issue information and utilizes available resources

including data management tools; elevates issues to a higher level of expertise, balancing

timeliness of customer response with investigation efforts; captures all troubleshooting steps in the

appropriate database in order to ensure seamless transitions and accurate response to ticket

resolution in a timely manner.

Service Documentation - Creates and verifies customer, equipment and technical information;

captures specific data using required service tools; follows procedures and documents required

information in the service management system in order to have an accurate record of the work

done.

Electronic Service Tool Application - Identifies the suite of available hardware and software tools

required for a service event; utilizes the appropriate electronic tool set to maintain the product or

diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to

determine next steps for service resolution.

Education, Licenses, Certifications:

High school diploma or certificate of completion of secondary education or equivalent experience to

the extent such experience meets applicable regulations.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the Canada, Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process.