Lead Repair Administrator NA

Ivoclar NA


Date: 2 weeks ago
City: Amherst, NY
Contract type: Full time
Essential Functions:

  • Ability to recognize problems and offer conflict resolution
  • Monitor workload for yourself and others to ensure KPI success
  • Identify improvements to existing processes, procedures and training
  • Act as point person to offer support for escalated manners
  • Support and promote an engaging workplace culture, cross-training initiatives, continuous improvement, shop safety, employee flexibility, and team positivity
  • Determine customer challenges and resolve issues to attain 100% customer satisfaction
  • Review account information and update customer information regularly
  • Research, prepare and process North American equipment repairs, loaner requirements, consignment orders, corresponding order entry Assist customers with questions or transfer calls to proper department or personnel
  • Accurately relay information to and from the various dealers, manufacturers and customers
  • Provide support to managers by responding to specific Service Desk procedures and policies
  • Assist others with training and instructions in system updates and policy changes
  • Process all returning loaner equipment
  • Log daily repairs in multiple software programs
  • Provide backup to other Service Desk positions and other areas within the department
  • Responsible for invoicing of repair work once complete


Your Qualifications:

  • Strong communication skills in speaking with both internal and external customers
  • Strong organizational skill, problem solving and multi-tasking ability required
  • Attention to detail and accuracy a must
  • Minimum High School diploma required
  • Strong computer skills required
  • Samples of current software: Microsoft Office, SAP, Salesforce
  • Dental product knowledge a plus
  • Two to four years of related leadership experience


Physical Demands:

  • Ability to sit or stand for up to 8 hours per day, view computer monitor, and move about effectively to fulfill the essential functions of the job

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