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Technical Services Administrator

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Job Reference: CA092917TSA
Number of Positions: 1
Job Category: Customer Service / Helpdesk
Contract Type: Full Time
Salary: Competitive
Location: Torrance, California
G4S Region: AMAG Technology
Country:United States


G4S Business Unit:US – AMAG Technology
Closing Date: November 30, 2017

Job Introduction:

The Technical Services Administrator provides all order processing, administrative / reporting, and customer communication processes for the Services Departments:  Training, Professional Services and Technical Support.  This role will be the primary “face” of the services organizations for all items related to order inquiries, metrics collection, and day to day operational needs as requested by the associated departmental heads.  Given the cross departmental organizations, this role will report to the Vice President Customer Services, who will assist with the alignment of duties with the appropriate Technical Services Leaders.

Due to the customer facing element of the position, this will be a Torrance based position, with standard working hours of 8am-5pm standard and 7:30-4:30pm during weeks in which Torrance training is in session.

Role Responsibility:

  • Manage order and invoicing processes for Training / Professional Services orders
  • Host student attendance and fulfill class needs (lunches, handouts) for all Training classes in North America
  • Manage student certification status and deliverables (certificate of completion, etc.) for all successful attendees of AMAG training courses
  • Process Training student inquiries, enrollment, and certification procedures
  • Update class schedules with attendees, issue student rosters to AMAG employees and provide awareness of company attendance
  • Coordinate student re-certification enrollment, certificate re-issuance and internal tracking mechanisms (CRM/Footprints)
  • Provide order entry and invoicing fulfillment for Professional Services, utilizing Footprints and Great Plains software
  • Provide month end numbers updates to Training / Professional Services management.  Cross reference services internal revenue tracking to the AMAG daily financial reports
  • Provide proactive communication to Training Management regarding low student class enrollments; facilitate / lead customer communications to increase enrollment.
  • Provide customer communication coordination for all Services department via AMAG Partner Site, Marketing Blasts, and Internal Service alerts.  Coordinate blasts and marketing drafts with Marketing for review and delivery.
  • Provide process leadership on efforts to increase efficiency for all internal processes.
  • Provide Technical Support order processing, tracking and scheduling assistance for customer shipment receipts and database upgrades
  • Coordinate Transaction Surveys for the Technical Support and Training Department
  • Contact customers for additional details pertaining to their survey responses
  • Support Vice President Customer Services as needed with various projects
  • Other duties as assigned

 


The Ideal Candidate:

REQUIRED QUALIFICATIONS:

  • 1-3 years of customer service experience in an office environment
  • Highly adaptable and flexible to customer / company needs and “constant improvement” philosophy
  • High productivity and Time Management skills; able to juggle demands of multiple departments
  • Exceptional customer service skills, in particular, during situations of policy exception requests and facilitating delivery of message
  • Company leader in providing suggestions and implementation for improvements to further Exceptional Customer Service delivery
  • Quality and Process driven to facilitate streamlined efforts and cross departmental access to information
  • Willingness to learn new skills as is expected in a high growth environment
  • Ability to manage delicate customer situations in a manner that takes into consideration standard policies but provides solutions to meet customer needs
  • Ability to learn CRM, Great Plains, Footprints, and Sharepoint to administrative level and reporting capacity
  • Interest in long term development of basic product and service technical offerings

 

PREFERRED QUALIFICATIONS:

  • Existing experience with Microsoft software (CRM, Sharepoint, Great Plains) or SalesForce
  • Marketing experience to be utilized in the creation of Technical Services customer communication needs
  • Strong knowledge of Microsoft Office, such as Microsoft Excel foundation for extracting, managing, and report data sets and PowerPoint for presentations

 

COMPENSATION:

The position will be compensated with a salary commensurate with experience and meeting the above job requirements.  The Technical Services Administrator position is currently offered as a full-time position.


About the Company:

AMAG Technology is a leading manufacturer of security management technology for over 30 years.  AMAG’s Symmetry™ Security Management Solutions can be found in a wide spectrum of markets: government, commercial, education, transportation, healthcare, retail, utilities and banking.  Based out of Torrance, California with sales and support located throughout North America, LATAM, EMEA and APAC; AMAG sells its products and services through value added resellers globally.  AMAG Technology is part of G4S, the world’s largest security company.  As AMAG Technology looks to the future, the next generation of products will bring the core aspects of security to the next step beyond integrated solutions – Symmetry™.


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