Technical Services Operator

4 days ago

Onehunga, New Zealand Johnson Controls Full time

**Job Details**

ADT Security is part of Johnson Controls and we are global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 135,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next-generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all our stakeholders through a strategic focus on our buildings and energy growth platforms.

**About the role**:

- Monitor and manage the service job queues for all jobs
- Ensure all jobs have correct data advising the customer of the chargeable service rates and travel charges if applicable
- Provide knowledgeable, courteous and helpful customer service
- Monitor and manage parts that have been dispatched via a follow up queue
- Receive incoming customer service-related calls and troubleshooting and complaint handling
- Creating Jobs for warranty and service Claims
- Creating Quotations for service jobs
- Drafting route and network mapping for Technicians for jobs allocations
- Raising invoices and Purchase orders
- Provide Technical troubleshoot over the phone to the customers
- Accurate data entry for all customer invoicing
- Interpretation and rectification of invoice issues; process reversals and credits where required
- Identify and communicate issues impacting business and escalate to major account manager where necessary

**About you**:

- Previous experience in Service delivery / administrative role
- Excellent oral and written communication skills
- Excellent attention to detail
- Strong organizational, administrative skills and time management skills with ability to meet deadlines
- Experience in using Pronto, Mastermind and / or Click software - experience would be preferred but not essential
- High level of expertise in MS Office software including Outlook, Word and Excel
- Capable of working efficiently in a fast-paced environment and under pressure
- Ability to work effectively as a team member and independently

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