Employee (Service Analyst)
Primary Responsibilities
Successfully Support & Close Client, Business Partner (BP), Contractor and internal employees needs and requests, via all?specific support channels.
Check technician?s in and out of cases and update notes accordingly.
Work with support service and project teams to retrieve deliverables.
Make customer notification (pre-call) and/or follow-up calls.
Work with Lift companies to ensure lifts are called off in a timely manner.
Work closely with the finance team to address and reconcile timely RP payments to BP?s.
Maintain advanced user standards of proficiency levels within CRM/ERP and Work Market.
When needed, Dispatch CRM cases to meet service and PMO criteria of ETA and resource needs.
When needed, create assignments, groups, and manage all activities within Work Market while maintaining CRM integrity of phase/status/ETA/PO and communications.
Issue work orders to subcontractors (partners) and purchase orders within CRM/ERP.
Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, business partners, and customers.
Perform other work-related duties as assigned by management.
Provide ETA verification and schedule updates with technician crews as directed by PM.
Contact material and lift vendors to place orders and/or follow-up as needed for Service requests.
(future state for all business units)
Monitor CRM queues as directed by PGM / PM to ensure case status is updated on a timely basis.
Follow up on all closed cases to ensure that Open POs are closed and customer invoice occurs in a timely manner.
For Service Projects, when needed, review weekly Open Case, Open Shipment, Open Order and Open Purchase Order report and update assigned cases, orders, shipments and POs to reflect current and accurate status.
Track progress/status of assigned
service or business projects and provide reports as directed by PM.
Create cases, sales orders and purchase orders in CRM as directed by PM, SM or Team Lead.
Update CRM cases as directed by management.
Take receipt (RP) open balances for all completed purchase orders.
Ensure that all closed CRM cases are priority for RP process.
Monitor fax server and fax machine for incoming faxes; distribute to appropriate project team.
Sort and distribute incoming mail.
Prepare packages for outgoing shipment.
Create work orders; assemble and distribute technician binders
Create cable, patch panel, switch and device labels as needed.
Personal Attributes
Excellent oral and written communications skills.
Ability to develop and maintain strong client and partner relationships.
Superior customer service skills.
Ability to multi-task effectively.
Strong problem-solving skills with the ability to dive deep and understand business problems to provide accurate solutions.
The ability to handle stress and exercise self-control in client and schedule-driven situations.
Possess pleasant, yet assertive telephone personality with good listening skills.
Ability to work well under pressure.
Excellent organizational skills, able to set priorities, and responsive to customer requests.
Demonstrates business knowledge, perspective and ethical behavior.
Highly self-motivated and enthusiastic.
Team player with strong level of collaboration and coordination skills, able and willing to ensure teamwork, and support?Telaid?s Core Values, are well practiced within Service team and larger Service Center.
Work Experience & Education
The Service Analyst should possess either a certificate from a Technical School, an Associates Degree of Bachelor?s in related field.
as well as 1-5 years of technical experience.