• Receives/Processes customer requests for Repair Authorization via phone, e-mail and fax.
• Screens Customer unit Serial Number for warranty status.
• Quotes Repair Cost and Repair Turn Around Time, based on contractual commitments
• Maintains 24 hour turnaround time on all customer requests.
• Creates Repair orders in Oracle
• Requires evaluation of various factors within defined practices and policies
• Will coordinate return of failed unit to appropriate factory locations.
• Logs on to ACD phone system on daily basis for immediate customer telephone support.
• Reviews weekly credit hold report and follows-up with customers accordingly.
• Reviews weekly backlog report and actions on releasing shipment holds accordingly.
• Issues Credit/Debit Memo Requests to correct shipping discrepancies.
• Serves as liaison between customer and factory on issues relating to repair.
• Requires judgment to monitor customer satisfaction with performance and escalate issues for management assistance
• Communicates status of repair completion and reschedules.  Informs customer of units declared as Beyond Economic Repair (BER) or No Trouble Found (NTF), including identifying original reported failure if initial factory test is NTF.
• Will process emergency replacement requests in Oracle for service affecting failures.
• Responsible for coordinating dispatch of replacement from either Symmetricom Global Services (SGS) Spares Support Contract Units or other SGS warehouse locations.
• Provide key customers with weekly/monthly reporting for backlog/shipments.
• Acts as back-up overflow for department team members

Essential Qualifications:

• Minimum of 1 year order administration experience or related experience
• Excellent verbal and written communication skills
• Microsoft Excel/Word experience required.
• Pleasant phone manner
• Team player
• Willingness to learn
• Ability to multi-task and work well under pressure
• Must be able to prioritize work without direct supervision

Desired Qualifications:

• Oracle 11i experience desirable
• Multi-lingual
• International experience/export compliance understanding highly desirable