Service Operations Admin

The responsibilities and key activities that the Service Admin is accountable for, depending on his/her specialization and level of expertise.  
SER Sales support activities 
Sends customer letters related to contract changes such as price escalations and supports mass updates in service contracts 
Service contract termination: Processes service contract cancellation requests, informs Billing Administrator when invoice cancellation or credit note creation is required 
Supports preparation of new service contracts from NBS or competition and for renegotiations 
Supports sales activities (documentation, quality checks, internal handover packs etc.) 
Carries out data checks and quality audits for new contracts from KONE Business Services 
Takes ownership for customer queries forwarded from first level and follows up with salesperson and other departments to get a response  
Service Operations support activities 
General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered for input 
Enters technicians shifts into systems 
Coordinates changes/updates of maintenance plans 
Manages work center data changes 
Supports specific service supervisor tasks 
Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other departments to get a response 
Creates planned service repairs when needed 
Supports technician and supervisor in material related requests (purchase requisition creation, check availability and follow up on delivery) 
If needed, can include administrative tasks related to alarm phones  
Support in 3rd party inspection administration 
Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Tendering Specialist and follows up closing the remarks   
Creates service/work order and requests spare parts  
Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other services to get a response  Support in public tenders 
Supports sales in proposal creation (public tenders)  
Assists in contract and sales order creation for public bids (admin handover)  
Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response Support in customer reporting 
Prepares working instructions to be able to input relevant information into customer portals 
When needed, verifies and inputs customer data in customer portals
Provides reports for Key Accounts 
Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response Support in customer experience management 
Collects customer feedback and inputs data into relevant tools 
Assists in preparing reports and summaries of customer experience metrics 
Supports communication of customer experience insights to stakeholders 
Provides administrative support for customer centricity and digitalization initiatives 
Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response Service billing (Service Contracts, Callout & Service Repairs, Packaged Service Repairs - PSR) 
Bills service contracts in line with agreed billing plans
Maintains billing blocks and follows up on required actions
Reviews and removes billing blocks to enable timely invoicing
Manages cancellations, credit notes and rebilling activities according to billing rules 
Reviews and updates debit memos, ensuring they are either rejected or released based on billing rules
Reviews and updates PSR sales orders to remove billing blocks according to billing rules 
Retrieves & ensures all contractually required attachments are added to support billing accuracy 

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