Service Support Call Center Administrator

Overview

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As a Service Support Call Center Administrator, you will serve as a key member of Gates Airs global service operations team, responsible for managing and coordinating incoming customer support requests across multiple communication channels. Operating from our Quincy, Illinois facility, you will be the first point of contact for domestic and international customers requiring technical assistance, warranty support, training services, or equipment servicing.

This role requires a proactive, detail-oriented individual with Excellent Communication Skills, Strong Multitasking Abilities, and a customer-focused mindset to support our 24/7/365 worldwide service model.

• Serve as the initial point of contact for customer service inquiries via phone, email, and Gates Airs online Customer Support Portal.
• Monitor and respond to incoming service communication during core hours (8:00 AM-5:00 PM CST, Monday-Friday), utilizing overflow support resources as needed.
• Create and manage service requests, training requests, and warranty service orders within the Salesforce CRM system.
• Prioritize off‑air service tickets to ensure urgent issues are escalated and resolved promptly.
• Assign and dispatch requests to appropriate Service Support Engineers and Service Parts Administrators, including after‑hours support routing.
• Maintain and track all field service equipment and support tools.
• Complete internal documentation, including order proofing and service order validation.
• Share timely updates and service information through company platforms such as SharePoint.
• Collaborate with service engineers and managers to ensure support cases are progressing efficiently and meeting customer expectations.
• Prepare, maintain, and process detailed and up‑to‑date product and order records in ERP and CRM systems (Net Suite, People Soft, and Salesforce).
• Support the continuous improvement of support processes and documentation.
• Perform additional duties as assigned by the Vice President, Global Services.