Corp Services - Field Support Analyst

Industry Best Service!


POSITION DESCRIPTION
Field Support Analyst

POSITION PURPOSE:
The Field Support Analyst is responsible for the needs of high-value customers, ensuring all matters are met with precision, timeliness, and exceptional service. This position collaborates closely with internal teams, including Branch Service, Warehouse, Shared Services, and Technicians, to ensure that work orders are created, managed, updated, and resolved accurately and efficiently.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
1.Act as a primary contact for technicians completing work in the field, collecting work order details over the phone to ensure prompt and accurate documentation
2.Confirm essential work order information, and confirm accuracy in work details such as parts used, labor hours, and any follow-up needs, updating system records in real-time
3.Provide support and guidance to technicians on work order procedures, fostering an efficient and streamlined process
4.Resolve discrepancies by coordinating with Technicians and Branch personnel to ensure complete and correct information
5.Request Not-to-exceed (NTE) approval from customers as needed, attaching relevant documentation to the work order
6.Perform all other duties as assigned.
MINIMUM QUALIFICATIONS
Basic Knowledge & Competencies:
•Ability to influence in both formal and informal settings via collaboration and use of facts / data
•Professional Customer Service and multi-tasking skills
•Outstanding communication skills in both verbal and written formats
•Ability to work through projects and drive out efficiencies
•Ability to work with multiple users at all levels of the organization without sacrificing quality
•Strong attention to detail and high level of accuracy while maintaining short deadlines with all recruiting data
•Experience with Microsoft Outlook, PowerPoint, Excel, Word, and Visio
Previous Experience/Education:
•3+ years in customer service or help desk role within a field service-based environment.
•High school diploma or equivalent;
•Associate degree or relevant certifications in customer service or project management are preferred
PHYSICAL REQUIREMENTS
•In-Office working environment
•Frequent use of hands to manipulate the keyboard, telephone, files and other equipment
•Ability to lift up to 10 pounds


United Uptime Services is an EEO employer - M/F/Vets/Disabled