Job DescriptionJob DescriptionOur client, a Global Power Technology Leader company, is looking for a Service Administrator - III for their Pointe-Claire, QC location.

Responsibilities:

- Serves as first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.
- 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 some status updates to customers, as requested
- Communicates effectively - Developing and delivering multi-mode communications that convey a transparent understanding of the unique needs of different audiences.
- Manage conflict - Handling conflict situations effectively, with a minimum of noise.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Directs work - Providing direction, delegating, and removing obstacles to get work done.
- Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
- Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools,



and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
- Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using client 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 a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
- Technical Escalation - 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 in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- Service Documentation - 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 in order to have an accurate record of the work done. Electronic Service Tool Application - 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 an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Requirements:

- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
- This position may require licensing for compliance with export controls or sanctions regulations.
- Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
- This position requires a bilingual candidate who is fluent in French, including reading and writing.
- Responsibilities include making and receiving customer calls, requesting payments, scheduling jobs, creating work plans in VMS, estimating, billing, and assisting with warranty-related matters.
- Strong customer service and communication skills are essential, as the candidate will interact regularly with both customers and colleagues.
- Top 3 Skills you are looking for:
- Technical Skills
- Timely Execution
- Mechanical Inclined with Diesel Engine/Engines
- Customer Service

Why Should You Apply?

- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities

📌 Service Administrator - III (Pointe-Claire)
🏢 ICONMA
📍 Pointe-Claire