Regional Service Administrator

Forte • New York, NY

6d

About The Position

The Regional Service Administrator ensures that the FORTÉ service department delivers timely and efficient support for service issues being reported by our customers and our FORTÉ account managers. This person will be responsible for incident management, service requests, reporting, event support coordination and escalation management. The Regional Service Administrator plays a pivotal role within FORTÉ by serving as the operational leader responsible for customer support ownership, resource allocation and overall customer service estate health. This position will also act as a liaison between the branch operations team, tiered support subject matter experts, and the central service desk.

Requirements

• Previous experience in the service of audio, video, audiovisual and presentation equipment
• Must possess supervisory and customer relations skills
• Must be able to work independently, be self-directed and make sound decisions based on customer satisfaction
• Ability to write professional correspondence and document actions taken in appropriate detail within tickets for subsequent teams to understand what has been completed
• Ability to effectively present information and respond to questions from clients, account managers, coordinators, technicians, vendors, manufacturers, subcontractors, branch administrators and upper management
• Ability to translate customer provided technical problem symptoms into accurate details of the incident being reported
• Ability to create and develop service presentations, business correspondence, and reporting procedure manuals
• Ability to effectively use standardized company software programs
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Responsibilities

• Incident management
• Service requests
• Reporting
• Event support coordination
• Escalation management
• Customer support ownership
• Resource allocation
• Liaison between the branch operations team, tiered support subject matter experts, and the central service desk

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed