Service Administrator - Fort Hills
Tridon
Fort McMurray, AB
The Service Administrator will provide service related support functions to the Service Department at Suncor Fort Hills, Project Managers, and other Managers as required by the Management Team. They will strive to provide the best professional, high-level customer service for our customers. This position is full-time; the schedule is 4 days on, 3 days off each week. Work days are 10 hours. Travel to and from Fort Hills will be accommodated by bus. The candidate will be required to stay in camp during their shift. Occasional travel to other work locations may be required.

RESPONSIBILITIES AND DUTIES

Arranges travel and camp accommodation for personnel traveling to/from site as per the project schedule
Resolves and addresses flight/camp discrepancies and/or grievances
Responds to broad spectrum of travel issues by email and telephone
Informs employee and management of any travel discrepancies and ensures that all staff are aware of travel procedures
Inventory control including but not limited to ordering parts, generating quotes, and tracking parts including min/max requirements;
Assist in the development of customer service standards, policies and procedures for the organization
Aid in the investigation and correction service related errors
Daily/weekly report generation as required
Data Capturing and LEM entry in addition to reconciliation of service orders
Work with customers to gather information in order to provide quality and on-time service
Work with Service Manager concerning services or billing rendered
Effectively coordinate work processes with other internal departments of the organization
Assist in tracking and confirmation of field data for programming, installations, in addition to maintaining a service log
Communicate solutions, successes, and opportunities to the Management Team
When required for more complex service related situations, interact with customers, provide information in answer to inquiries about products, accounts, and services
Take service inquiry calls from customers or clients and assist in scheduling the suitable services/ technician
Work directly with all technicians on the execution of service work
Coordinate customers’ service requirements with other appropriate departments as necessary to ensure effective customer service (i.e. Sales, Projects and Engineering)
Refer complaints of service or product failure or errors to Service Manager for investigation
Handle and resolve customer scheduling issues or complaints, escalating to the Service Manager when required
Participate in planning, staging, training and roll out of major projects as required
Travel, overtime and on-call as required
Other duties as assigned

RELATIONSHIPS

The Service Administrator reports directly to the Senior Manager Administrative Support. The incumbent also works directly with:

Inventory Department
Sales Department
Service Department
Engineering Department

AUTHORITY

The Service Administrator will manage the following:
Scheduling and execution of service work
Work with service and other departments to ensure all parts and labour accounted for
Propose and apply measures to improve and simplify departmental processes
Assess situations or circumstances and draw sound conclusions
Work independently with little or no supervision

WORKING CONDITIONS AND PHYSICAL ENVIRONMENT

The Service Administrator will work in an office environment and must comply with the company dress code. A valid class 5 driver’s license may be required to travel occasionally for job-related activities.

QUALIFICATIONS

Education

High School Diploma
Certificate or Diploma considered an asset

Experience and Training

1+ years of experience with travel coordination
5 + years of experience in a customer service support role
Valid Construction Safety Training System (CSTS) certificate including generic WHMIS training

Skills

Proficiency in computer programs such as Microsoft Office (Excel, Word, Outlook) and computer databases.
Strong organizational skills
Strong written and verbal communication
Strong leadership and time management skills
Strong interpersonal skills
Excellent customer service
Ability to grasp new techniques and deal with rapidly changing events

Physical Demands

The Service Administrator must be able to spend 80% of their day sitting, 15% walking and standing, and 5% lifting boxes up to 20lbs. They may be required to carry items weighing up to 30lbs over short distances. The incumbent will be also required to look at a computer screen for long periods of time. There is a possibility of eye and/or joint strain related to operating computer equipment.

Job Type: Full-time

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