Customer Service System Administrator

The Customer Service System Administrator is responsible for managing customer service systems and ensuring service requests, breakdowns and support cases are accurately recorded, tracked and resolved efficiently.

Acting as a key link between customers, dealers, service engineers and internal departments, the role focuses on maintaining service records, progressing open jobs, coordinating follow-up actions and supporting the resolution of technical and warranty-related issues.

This position requires strong organisational skills, attention to detail, customer service expertise and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Service Administration & Case Management

• Maintain accurate service records and customer information.
• Monitor open jobs, progress outstanding actions and ensure timely closure.
• Follow up with customers, dealers, technicians and internal teams to keep cases moving.
• Manage service requests, breakdown reports and technical support cases.
• Gather relevant information to support fault diagnosis and resolution.
• Escalate complex or unresolved issues to the appropriate department.
• Provide regular updates to customers and stakeholders until resolution.
• Ensure completed jobs are properly documented and closed.
• Produce reports on open jobs, response times, closures and recurring issues.
• Monitor service data and identify trends or improvement opportunities.
• Support service procedures, work instructions and system improvements.
• Promote consistent use of customer service systems and processes.

Skills & Experience

• Previous experience in customer service and aftersales support.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple tasks and follow issues through to completion.
• Proficiency in Microsoft Office and business systems.
• Experience using CRM, ERP, ticketing or workflow systems is desirable but not essential.
• Ability to work independently and collaboratively across departments.
• Knowledge of mechanical, hydraulic, electrical, electronic or automation systems.
• Experience monitoring service KPIs and producing reports.
• Previous experience in customer service, aftersales support or service administration.

Personal Attributes

• Customer-focused and professional.
• Proactive and solution-oriented.
• Organised and detail-oriented.
• Calm and methodical under pressure.
• Strong communicator and team player.
• Takes ownership and drives issues to resolution.

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