Job Description

The Service Support Advocate (SSA) provides complete support to customers as per the Service Agreement. The SSA will expedite the service process completely to make sure we are meeting contractual Service Level Agreement. The SSA works closely with internal organizations with regards to their assigned accounts in the areas of service and inventory as well as updates to the account. This position will report to and receive work direction from the Service Support Manager.

Normal work hours are Monday-Friday, from 8:30AM-5:30PM; however, core hours may be changed to meet customer support requirements across other US time zones. Incumbents may also be required to work on weekends and Stratix posted holidays.

Responsibilities include:

Key Accountabilities/Essential Functions :

• Administer the Stratix Lifecycle Management service process for assigned customer accounts by processing and managing all aspects of RMA requests received via Stratix online portal itrac360, phone and email. This includes billable and non-billable repair services.
• Manage and research equipment received from customers with no open RMA.
• Maintain existing customer information and details pertaining to the customer account, assets, replacement orders, and support requirements.
• Participate with customer projects to upgrade or add new equipment into existing service process.
• Provide back up to Service Support team members that are out of the office. Cross training with other Service Support accounts.
• Provide ad hoc reporting to internal and external customers.

Required Qualifications :

• 2 years experience in a customer service position.
• Exposure to working with high-profile, high-volume accounts preferred.
• Knowledge of Oracle E-Business Suite with experience in Depot Repair module a plus.
• Understand the Stratix Lifecycle Management repair model.
• Customer communication and coordinator skills are mandatory for this position.
• Ability in using Microsoft Office Suite with a focus on Excel formulas and data analysis for use on service reports.
• Awareness of the industries in which the product operates.
• Ability to plan, schedule and monitor multiple concurrent tasks to meet agreed deliverables and deadlines.
• Written and verbal skills that are effectively clear, concise, and professional.
• Must be able to work with time sensitive assignment deadlines.
• Strong team player but still a still a self-starter.
• Demonstrates dependability and sense of urgency to achieve successful results.

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