Field Service Admin

Achieve superior customer satisfaction and ensure the best customer experience when making or taking inbound or outbound calls to Biesse customers.
Be the first point of contact to ascertain and record service enquiries, complaints and determine reason for calling via phone or/and email and escalate the enquiry to relevant tech -hotliner or technician/s within a designated time frame.
Verify account information and raise/schedule work orders for technicians to perform servicing job requests using internal systems and processes.
Support Service team in coordination of information and administrative tasks KEY RESPONSIBILITIES - Be the first point of contact to ascertain and record service enquiries, complaints and determine reason for calling via phone or/and email;- Deal with customers in a professional way and take ownership in resolving customers' needs in a timely manner also by escalating the enquiry to relevant team member within a designated time frame; - Maintain Customer Database in Salesforce and Oracle (creating new customer information, updating current existing customer information KEY ACTIVITIES - Answer customer calls and emails, creating cases on Salesforce Service Cloud system and prioritising depending on the severity of the machine issue;- Create reminders into cases, ensuring that these are recorded and if necessary, escalate to assure that customers receives replies in a timely manner;- Support Service team in coordination of information and administrative tasks.- Prepare and send quotes, with technical input from Planners.- Complete Warranty Request Forms, with technical input from Hotliners- Verify account information and raise/schedule work orders and logistic arrangements for technicians to perform servicing job requests- Raise Purchase Orders for contractors as directed by planners- Complement work orders with technical documentation demanded by field service engineer to complete his task