Sr. Field Service Administrator

Sr. Field Service Administrator

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers. We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector. Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world's premier end-of-line packaging company.
Job Description

Manages field service and customer inquiries in relation to service requests. Coordinates the on and off boarding of service techs and the administration of supplies.
Essential Functions:
Respond to inquiries from field techs and customers. Obtain necessary information relating to service issues, investigate billing problems, collect and research documentation, review and adjust discrepancies and resolve issues
Follow up with customer to review and ensure problems are resolved
Print and electronically save service billings that pertain to the field
Validate data and close all service work orders to produce invoices
Create and monitor Van Stock and Service Maintenance Agreement (SMA) parts orders for service techs
Orders specialized parts and tools for service techs
Collaborate with purchasing to determine part availability and ensure field service needs are met to satisfy scheduled service call
Process credit memos and re-bills as required
Compile and distribute necessary paperwork for new hire setups and terminations/ resignations
Train employees as assigned {Cross train)
Maintain field service employee addresses and phone numbers for distribution list throughout Signode and coordinate with Human Resources
Coordinates with Field Service Techs for phone repairs and upgrade eligibility
Coordinate after hour on-call & cotton program and update answering service.
Close field Return Material Authorization (RMA)s
Continuously audit mature service orders
Submit requests for certificates of insurance
Set up of maintenance contracts in NAV then manually communicate with D365 to set up reoccurring visits.
Ensure all yearly paperwork is uploaded into National and local safety sites and specialized entries for specific customers
Collaborates with other departments and platforms to ensure proper communication on all machine orders while uploading into systems
Ensure updated work orders and invoices are communicated to all necessary parties.
Process reporting for KPl's, Warranty and Month End for Director
Collaborates with Customers, Sales, Vendor and Techs regarding Depot Repair and Shuttle program
Manages field service award program
Facilitate the coordination of GCU Rack Kit Toolboxes to and from Customer locations.
Perform other duties as assigned
Qualifications

High School Diploma or GED required.
2+ years of customer service.
Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.
Energy
Decision Making/ Judgment
Team Player
Priority Setting
Detail Oriented
Communication
Additional Information

All your information will be kept confidential according to EEO guidelines.
The Company does not sponsor for employment-based visas for this position now or in the future.
Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at HRRecruiting@Signode.com.
Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States.
Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.