(CSSNA) Service Administrator - III

Job Overview:

Requirement/Must Have:

• Previous warehouse or parts experience.
• Safe work habits.
• Ability to work in a fast paced environment.
• Excellent communication and presentation skills.
• High school diploma or equivalent.
• Significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.
• May require licensing for compliance with export controls or sanctions regulations.

Responsibilities:

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Assesses customers needs and gathers pertinent information.
• Creates basic work orders in appropriate systems.
• Provides status updates to customers as requested.
• Translates customer complaints to develop troubleshooting plans.
• Troubleshoots issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools.
• Diagnoses computer software to isolate failed components to enable a successful repair.
• Validates repairs by duplicating complaints to ensure they have been resolved.
• Documents results of troubleshooting in business systems to communicate actions for payment and historical tracking.
• Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information.
• Interprets the warranty administration manual to determine eligibility for coverage and claim requirements.
• Identifies items associated with repair that can be covered and communicates to stakeholders.
• Files claims in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Obtains product technical issue information and utilizes available resources including data management tools.
• Elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
• Captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution.
• Creates and verifies customer, equipment, and technical information.
• Captures specific data using required service tools.
• Follows procedures and documents required information in the service management system to maintain an accurate record of work performed.
• Identifies the suite of available hardware and software tools required for a service event.
• Utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot issues.
• Interprets electronic tool results or recommendations to determine next steps for service resolution.
• Due to nature of job The candidate must have Ability to lift 50 lbs.

Nice to Have:

• 3 to 5 years of experience preferred.

Skills:

• Diagnostics Application.
• Warranty Process.
• Technical Escalation.
• Service Documentation.
• Electronic Service Tool Application.
• Financial acumen.
• Conflict management.
• Customer focus.
• Strong verbal and written communication skills.

Qualification And Education:

• High school diploma or certificate of completion of secondary education or equivalent experience.

Benefits Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.