Position Summary

KPM Analytics Service Administrator, North America is responsible for providing service and parts support to KPM customers, field service engineers, and technical staff. This position is the primary contact for customers in North America seeking aftermarket services. The position interacts with all KPM business units. This position will report to the North American Service Director.

About KPM Analytics

The operating companies that make up KPM Analytics have come together because of their industry-leading application expertise in the food, agriculture, and environmental sectors. Recognized by customers for deep application knowledge and superior support, the companies stand as a strategic group with a common passion: providing solutions and solving our customer’s most challenging problems. Through this united approach, our customers big and small will be better served with a broader, more robust offering of scientific instrumentation supported by a global network. Unity Scientific, Process Sensors, AMS, Chopin Technologies, Sightline, and EyePro are part of KPM Analytics. 

Duties and Responsibilities:

  • Triage incoming Salesforce cases and assign to the Applications Engineering team
  • Manage, coordinate, schedule all field service visits for the North America field service team
  • Document and manage in Salesforce all customer requests for service
  • Responsible for quoting and follow-up of all aftermarket service requests
  • Manage and coordinate the service process from start to finish to ensure customer satisfaction (including service parts orders, coordination of parts arrival with service technician arrival, and billing of service/repair charges)
  • Responsible to manage the flow of products in and out of the Westborough repair depot and document in the Salesforce RMA ticket system. Includes issuance of RMA’s, quoting services, and coordination of return shipping  
  • Provide timely reporting on depot and field service jobs in Salesforce
  • Source service opportunities through inbound lead follow-up and outbound emails
  • Guide customers to purchase appropriate service contracts and/or preventative maintenance services for their instrumentation
  • Manage assignment/tracking of demo equipment
  • General bookkeeping and clerical duties as assigned such as billing data
  • Implement practices, procedures, and complete reports as required.
  • Promote and maintain a positive work environment that shows concern and respect of all employees, vendors, and customers by providing excellent customer service to internal and external customers.
  • Provide an excellent customer service experience every time our customers contact KPM Analytics
  • Process customer requests in a timely manner via phone and email
  • Assist customers with product descriptions and part numbers
  • Provide knowledgeable answers to questions about service products, pricing and availability

Experience

  • 3 to 5 years of industry inside sales or customer support experience required
  • Proficiency in Microsoft Office and CRM software such as Salesforce, NetSuite, etc.
  • Excellent verbal and written communication skills

Education

  • High School diploma or equivalent

Traits/Skills Required

  • Excellent organizational and time management skills with the ability to prioritize and multitask
  • Ability to make decisions independently and solve problems
  • Exceptional communication and customer service skills
  • Team-oriented, helpful, and goal-driven attitude
  • Ability to drive aftermarket sales opportunities to closure to achieve targets
  • Strong work values/ethics: Flexibility, dependability, honesty, professionalism, and integrity
  • Competent with MS Office; Outlook, Word, Excel, PowerPoint. Familiarity with CRM and NetSuite is a plus.

Work Environment

Office (Westborough, MA)

Work in the interior of the building, occasionally in the exterior; normal temperature, air conditioning, good illumination, and clean areas. Occasionally required to enter rooms or places in which may be gases, noise, chemicals, solvents, or dust.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

The benefit package includes competitive salaries and other benefits. KPM Analytics is an equal opportunity employer.

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Service Administrator, North America

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