Essential Duties and Responsibilities: Web Service Content Management: Maintain and update web service content, including ASC contact information, FSM maps, and TI Postings. ASC Contract Management: Handle ASC contracts using SysAid helpdesk, DocuSign, and email systems,and organize relevant documents into SharePoint. Technical Information Documentation: Collaborate with subject matter experts to create and editdepartment technical information documents, ensuring they adhere to the template. Campaign Tracking and Reporting: Monitor both internal and external campaigns, and preparecomprehensive reports for department management. Service Training Management: Oversee the tracking of technical training for internal and externaltechnicians, analyze reports to identify training needs, and assist in coordinating field class support items and certifications. Customer Down Lists: Manage incoming customer down lists, proactively call customers as directed orwhen needed. Market Information (MI) Reports: Prepare and submit MI reports, lead meetings, document meetingbullet points and action items, and analyze data to identify failure trends while updating system functions and reporting status. Safety Coordination: Collaborate with EH&S departments to identify training needs through Evotix, assist in scheduling, and manage the procurement of necessary safety items. GeoTab Reporting: Collaborate with EH&S to generate vehicle usage reports and other trend analyses for the tech services fleet. Office Support: Assist in various office duties, such as creating shipment labels, scheduling shipments, packaging items, arranging pickups and deliveries for special requests, and coordinating meetings and lunches. Additionally, load technical USBs and provide support for other office tasks. Meeting Organization: Organize and lead meetings, track meeting notes and action items, and provide support for preparations and logistics related to meetings and training sessions in the San Bernardino training room. Field Service Support: Monitor and manage departmental special tools, parts, tooling and other projects. Campaign and Service Bulletin Tracking: Keep track of field service campaigns and service bulletin distribution. SharePoint Organization: Organize and maintain content within the appropriate SharePoint directories, renaming and tagging files for easy searchability. Product Software Management: Manage all product software files within SharePoint and potentially release software to the department when necessary. Production Changes and Campaigns: Track production changes and campaigns related to products, based on information shared by service and PMs. Clerical Support: Collaborate with various office departments to provide clerical support for special projects. Report Generation: Run reports as needed to support departmental operations. Backup and Coverage: Act as backup and provide coverage for assigned duties and responsibilities when required. Other duties: Preform as assigned by the employees’ manager/supervisor.
Qualifications
Education and/or Work Experience Requirements:
High School Degree is required Minimum of 2+ years of exceptional customer service experience preferred. Minimum of 2+ years of parts/technical experience preferred. A background with some technical or parts service experience is essential. Document Interpretation and Software Knowledge:
Experienced in reading and interpreting various documents, including rules, operation manuals, parts manuals, instruction and service manuals. Familiarity with SAP data management software is a plus.
Computer Proficiency:
Computer literate, with expertise in Microsoft Windows 10, SharePoint, and Office (Outlook, Word, PowerPoint and Excel primarily.) Experienced in Adobe Software and able to create and edit documents.
