Regional Service Administrator

FORTÉ • New York, NY

7d

About The Position

At FORTÉ, every role plays a part in reimagining how the modern workplace works. Whether you're on the front lines with customers or behind the scenes making things run, your work helps people connect, collaborate, and get things done. From classrooms to control centers, we design and deliver the systems that power smarter, more connected workplaces – and it all starts with the people who make them possible. FORTÉ (formerly AVI Systems) is a 100% employee-owned company with 50+ years of experience and a bold new identity.
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.
Why Should You Apply?
At FORTÉ, your work matters, and it’s easy to see the impact you make. That’s because we’re 100% employee-owned, and everyone here has a stake in how we show up – for each other, our customers, and the future we’re building. You’ll join a team that values your strengths, supports your growth, and shares your commitment to doing work that moves people and organizations forward. With bold momentum and a clear mission, FORTÉ is a place where you can bring your best – and build what’s next.

Requirements

• This person must have previous experience in the service of audio, video, audiovisual and presentation equipment and must possess supervisory and customer relations skills.
• This person 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
• overall customer service estate health

Benefits

• Healthcare, vision & dental coverage to keep you and your family well
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
• Employer-paid life and disability insurance for added peace of mind
• 401(k) with company match to invest in your future
• Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
• Tuition reimbursement and ongoing learning opportunities to support your growth
• Employer-paid employee assistance program to care for your physical, mental, and financial health
• Paid time off that helps you truly disconnect

What This Job Offers

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