Service Administrator

Who are we:

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!

Service Administrator

Location: Kennesaw, GA

What we are looking for:

The primary function of this position is to provide excellent customer service to our internal and external customer base. This is measured by providing detailed documentation to our Service Management Team as well as our customer base in a timely manner. Timely and accurate billings as well as timely and accurate dispute resolution are significant measures of success in this position.

What you will do:

• Manages the timely completion of work orders and billings to our customers. Responsible for ensuring billings are accurate and within the corporate accounting rules. Failure to do so leads to a very high level of customer dissatisfaction.

• Contacts customers for details concerning billing disputes. Utilize a $500 approval limit to make on-the-spot reconciliation of the dispute. For higher dollar value disputes, research, and recommend solutions to the Regional Service Management Team in an accurate and timely manner.

• Responsible for approx. $1,000,000 worth of open consignment inventory. Responsible for ensuring parts are dispositioned correctly. Assist customers with inventory returns as required by providing labels and inspecting returns.

• Responsible for completing allowance forms and ensuring the proper approvals are obtained on a timely basis.

• Manages the "OCR", "mService" and "billing block" reports in a timely and efficient manner.

• Collaborates with team members to solve problems. Approves technician timesheets and expenses.

Skills:

• Basic Computer skills

• SAP

• Outlook

• Must possess strong customer service skills

• Able to multi-task in an efficient manner

Education and Experience:

• Education level: High school/ equivalent

• Experience: 1 - 3 years

Benefits:

• Medical, dental, and vision coverage eligibility from date of hire

• Short- and long-term disability coverage offered

• 401 (K) plan with employer match

• Life insurance coverage offered

• Vacation, Sick and Personal Time Off offered

• 10 company holidays

• 4 floating holidays

ADA: Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

OSHA: Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment.

EEO/AA Statement: Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Heidelberg will not tolerate discrimination or harassment based on any of these characteristics.

Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.