Pay Range: $30.00hr - $35.00hr

Job Overview:

Serves as the first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.

Key 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 customer needs and gathers pertinent information.
- Creates basic work orders in appropriate systems.
- Provides status updates to customers as requested.

Qualifications and Competencies:

- Communicates effectively by developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Manages conflict situations effectively with minimal disruption.
- Demonstrates customer focus by building robust customer relationships and delivering customer-centric solutions.
- Directs work by providing direction, delegating, and removing obstacles to complete tasks.
- Applies financial acumen by interpreting key financial indicators to make informed business decisions.
- Instills trust by gaining the confidence of others through honesty, integrity, and authenticity.
- Translates customer complaints to develop troubleshooting plans, follows guided workflows, procedures, and uses specialized equipment such as mechanical/electronic service tools and diagnostic computer software to isolate failed components; validates repair by duplicating complaints and documents troubleshooting results in business systems.




- Analyzes customer issues to verify root causes of failure and associated progressive damage using published service information, interprets the warranty administration manual to determine coverage eligibility, identifies covered items, communicates with stakeholders, and files claims in the appropriate system using required documentation.
- Obtains product technical issue information, utilizes available resources and data management tools, elevates issues to higher levels of expertise while balancing customer response timeliness, and captures troubleshooting steps in the database.
- Creates and verifies customer, equipment, and technical information, captures specific data using required service tools, and documents required information in the service management system.
- Identifies the suite of available hardware and software tools required for a service event, utilizes electronic tool sets to maintain products or diagnose issues, and interprets tool results to determine next steps for service resolution.

Education, Licenses, Certifications:

- High school diploma, certificate of completion of secondary education, or equivalent experience to the extent such experience meets applicable regulations.
- Position may require licensing for compliance with export controls or sanctions regulations.

Experience:

- Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.

Top Skills Required:

- Technical skills.
- Timely execution.
- Mechanical inclination with diesel engines.
- Customer service.

📌 Senior Service Administrator (Pointe-Claire)
🏢 Cynet Systems
📍 Pointe-Claire