Customer Service Admin

ITW EAE; Hopkinton (MA); On-site; USD 40,914 - 49,593; Full time

Job summary

ITW EAE in Hopkinton, MA seeks an experienced Administrative Coordinator to support the Field Service organization. You will maintain customer records, coordinate service activities, promote maintenance agreements, and assist sales and marketing initiatives.

The role requires strong organizational and communication skills, proficiency in MS Office, and the ability to work with QAD and SharePoint. Occasional travel may be needed; high school education and 5+ years of relevant experience are

Qualifications

• High school education or equivalent with five years of relevant experience in a customer service/manufacturing environment.
• Proven ability to build and maintain strong customer relationships and deliver excellent customer service.
• Strong administrative, organizational, and time-management skills with attention to detail.
• Ability to learn and use business systems and data analysis tools.
• Effective written and verbal communication and teamwork across departments.

Responsibilities

• Prepare initial maintenance agreement and service contract quotations with Service Managers and Field Service Engineers.
• Process North America service contracts and manage related quotations.
• Maintain contract quotation database and follow up on outstanding quotes.
• Review customer purchase orders for accuracy and data entry readiness in QAD.
• Coordinate contract billing activities for service agreements.
• Schedule preventive maintenance visits with customers and Field Service personnel.
• Track obligations for Protect PM/Parts/Plus service agreements.
• Collaborate with Accounting to resolve billing discrepancies and invoicing issues.
• Maintain customer service files and related documentation.
• Generate warranty expiration reports to Service Managers three months prior to expiration.
• Develop quarterly utilization and performance reports with QAD metrics and charts.
• Prepare ad hoc reports to support management decisions.
• Assist with QAD system enhancements in partnership with IT.
• Close North America Field Service work orders per procedures.
• Resolve T&M billing issues with Technical Support, Accounting, Finance and Field Service Engineers.
• Manage machine installation scheduling and installation tracking databases.
• Coordinate customer satisfaction survey activities.
• Update Field Service Engineer schedules in SharePoint.
• Participate in after-hours on-call coverage for service emergencies.
• Maintain and update Field Service Representative documentation.
• Process closing and invoicing of Field Service Reports.
• Support ISB data integrity through accurate record maintenance and updates.
• Respond to customer inquiries about POs, invoices, contracts, and service matters.
• Analyze internal reports to identify trends and support business objectives.
• Create, maintain, and deliver training materials and process documentation.

Skills

Administrative skills

Organizational skills

Time management

Problem solving

Communication skills

Independence

Team collaboration

MS Office

Education

High School Diploma or equivalent

Tools

QAD

SharePoint

MS Office

Job description

Position Summary

This position provides administrative and customer support for the Field Service organization. Responsibilities include maintaining customer records, coordinating and supporting service-related activities, promoting and administering maintenance agreements, and assisting sales and marketing initiatives. The role operates with minimal supervision from the Field Service Manager and serves as a key support resource for U.S. office operations. The incumbent is responsible for ensuring compliance with company and departmental policies, as well as adhering to established Field Service Standard Operating Procedures (FS-SOPs) to support efficient and consistent service delivery.

Job Description

This position provides administrative and customer support for the Field Service organization. Responsibilities include maintaining customer records, coordinating and supporting service-related activities, promoting and administering maintenance agreements, and assisting sales and marketing initiatives. The role operates with minimal supervision from the Field Service Manager and serves as a key support resource for U.S. office operations. The incumbent is responsible for ensuring compliance with company and department policies, as well as adhering to established Field Service Standard Operating Procedures (FS-SOPs) to support efficient and consistent service delivery.

Essential Functions Of The Job (responsibilities)

• Prepare initial maintenance agreement and service contract quotations in collaboration with Service Managers and Field Service Engineers.
• Process service contracts associated with SMT Sales Orders for the North America region.
• Maintain and manage a contract quotation database, including follow-up activities for outstanding quotes.
• Review customer purchase orders for accuracy and completeness, ensuring all required information is entered into QAD and ready for processing.
• Initiate and coordinate contract billing activities for service agreement purchases.
• Schedule and coordinate preventive maintenance visits with customers and Field Service personnel.
• Track and monitor all obligations associated with Protect PM, Protect Parts, and Protect Plus service agreements.
• Partner with Accounting to resolve service billing discrepancies and customer invoicing issues.
• Maintain customer service files, including contracts, quotations, billing schedules, preventive maintenance schedules, installation reports, and related documentation.
• Generate and distribute warranty expiration reports to Service Managers, providing visibility three months prior to expiration.
• Develop and maintain quarterly utilization and performance reports, including QAD-generated metrics, charts, and trend analyses of month-to-date and year-to-date Field Service Engineer utilization.
• Prepare ad hoc reports and analyses to support management decision-making.
• Assist with the implementation, testing, and deployment of QAD system enhancements in partnership with the IT Department.
• Close North America Field Service work orders in accordance with established procedures and guidelines.
• Collaborate with Technical Support, Accounting, Finance, Service Managers, and Field Service Engineers to resolve time-and-material (T&M) service billing issues.
• Manage machine installation scheduling for assigned regions by utilizing the Rolling Ship Report and maintaining installation tracking databases.
• Coordinate and administer customer satisfaction survey activities for assigned regions.
• Update and maintain Field Service Engineer schedules and activity records within SharePoint.
• Participate in after-hours, weekend, and holiday on-call coverage to support service emergencies as required.
• Maintain and update Field Service Representative (FSR) documentation and records.
• Process the closing and invoicing of Field Service Reports.
• Support ISB data integrity initiatives through accurate record maintenance and system updates.
• Respond to customer inquiries regarding purchase orders, invoices, contracts, and service-related matters.
• Analyze internal reports and operational data as directed to identify trends and support business objectives.
• Create, maintain, and deliver training materials, work instructions, and process documentation across designated areas of responsibility.

Requirements

• Minimum of a high school education or equivalent and at least five years of relevant experience in a customer service and/or manufacturing environment.
• Demonstrated ability to build and maintain strong customer relationships while delivering exceptional customer service.
• Strong administrative, organizational, and time management skills with a high level of attention to detail.
• Excellent problem-solving and critical-thinking skills, with the ability to work effectively in situations where processes or procedures may not be fully defined.
• Proven ability to prioritize workload, manage multiple tasks simultaneously, and meet deadlines in a fast-paced, high-volume environment.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Access.
• Strong aptitude for learning and utilizing business systems, software applications, and database tools.
• Ability to analyze data and information, identify trends, and implement process improvements to enhance efficiency and effectiveness.
• Effective written and verbal communication skills, with the ability to collaborate across departments and interact professionally with customers and stakeholders.
• Self-motivated and capable of working independently while contributing effectively as part of a team.

Physical Requirements And Working Conditions

• Ability to perform primarily sedentary work, including extended periods of sitting, with occasional standing and walking.
• Ability to use a computer and standard office equipment for up to 8 hours per day.

Other Pertinent Qualifications- Candidate Must Have

• Valid USA Driver License.
• Occasional domestic travel may be required.

ITW EAE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Compensation Information

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is :$29.70 - $36.00 (hourly). Enjoy competitive compensation and generous benefits that includes Health, Dental, Vision, Life and LTD insurance, Paid Parental Leave, 401k (with match), a generous tuition reimbursement program to support your continued growth and development.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.