Sr. Field Service Administrator

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.

We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world's premier end-of-line packaging company.

Benefits:

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Salary:

The hourly wage for this position starts ranges from $32.10 - $35.75 and varies based on specific responsibilities and geographic location. Starting hourly rate within this range will be determined based on the candidate's experience, qualifications, and/or skillset.

Summary:

Manages field service and customer inquiries in relation to service requests. Coordinates the on and off boarding of service techs and the administration of supplies.

Essential Functions:

• Respond to inquiries from field techs and customers. Obtain necessary information relating to service issues, investigate billing problems, collect and research documentation, review and adjust discrepancies and resolve issues
• Follow up with customer to review and ensure problems are resolved
• Print and electronically save service billings that pertain to the field
• Validate data and close all service work orders to produce invoices
• Create and monitor Van Stock and Service Maintenance Agreement (SMA) parts orders for service techs
• Orders specialized parts and tools for service techs
• Collaborate with purchasing to determine part availability and ensure field service needs are met to satisfy scheduled service call
• Process credit memos and re-bills as required
• Compile and distribute necessary paperwork for new hire setups and terminations/ resignations
• Train employees as assigned {Cross train)
• Maintain field service employee addresses and phone numbers for distribution list throughout Signode and coordinate with Human Resources
• Coordinates with Field Service Techs for phone repairs and upgrade eligibility
• Coordinate after hour on-call & cotton program and update answering service.
• Close field Return Material Authorization (RMA)s
• Continuously audit mature service orders
• Submit requests for certificates of insurance
• Set up of maintenance contracts in NAV then manually communicate with D365 to set up reoccurring visits.
• Ensure all yearly paperwork is uploaded into National and local safety sites and specialized entries for specific customers
• Collaborates with other departments and platforms to ensure proper communication on all machine orders while uploading into systems
• Ensure updated work orders and invoices are communicated to all necessary parties.
• Process reporting for KPl's, Warranty and Month End for Director
• Collaborates with Customers, Sales, Vendor and Techs regarding Depot Repair and Shuttle program
• Manages field service award program
• Facilitate the coordination of GCU Rack Kit Toolboxes to and from Customer locations.
• Perform other duties as assigned

Education:

High School Diploma or GED required.

Experience:

• 2+ years of customer service.

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Energy
• Decision Making/ Judgment
• Team Player
• Priority Setting
• Detail Oriented
• Communication

All your information will be kept confidential according to EEO guidelines.

The Company does not sponsor for employment-based visas for this position now or in the future.

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities.

Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at HRRecruiting@Signode.com.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States.

Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.