• Services and Support Administrator

    Job Locations US-NY-Rochester
    Job ID
    Regular Full-Time
  • Primary Functions

    Act as a liaison between customers and Rockwell for Rockwell services, products and programs.  Be a resource for the customer, Horizon sales representatives and RA partners for GMS services.  Coordination of service offerings such as repairs, field service, tech connect, PMA’s, RAMP and training to ensure world class service to the end user. 


    Coordinates GMS training offerings and classes.  Provides pricing, proposal and quoting assistance.  Enters information and sales orders, quotes and correspondence between customers and Horizon and Rockwell personnel into required business systems.  Knowledge of GMS products, pricing and businesses processes to ease the transaction for customer.  Supports and assists Horizon inside and outside sales personnel with GMS products and services. 


    Clarify research and resolve and/or coordinate resolution of customer complaints and problems; order changes and inquiries, shipment status inquiries and changes, customer and vendor returns/repairs and order expediting; provide follow-up and communicate resolution to customer, vendor, and internal personnel. Proactively monitor customer requirements and schedules, anticipate and resolve and/or coordinate resolution of potential conflicts of customer requirements versus Horizon performance.

    Major Duties & Responsibilities

    Receive and respond to customer inquiries, resolve issues, requests and needs via telephone, mail and electronic data.  Coordination and delivery of service offerings such as repairs, field service, tech. connect, PMA, RAMP and training classes. 


    Receive and process product returns and repair requests per established procedures.  Research stock status, restocking/return/repair charge, obtain vendor return/shipping authorization, and coordinate carrier pick-up and return; Complete return/repair authorization and documentation, enter and document return/repair charges, restocking and credit charges per established procedures; Communicate charges and credits to customer, enter information into system, distribute/file records.


    Performs a variety of customer support and clerical responsibilities including; maintaining and updating written customer and product records, files and documentation, responding to routine inquiries and correspondence, input and retrieval of customer and product information, initiate correspondence, as required.


    Establish and maintain a highly responsive relationship with internal and external customers, vendors, supplies and a variety of other Horizon business related personnel.


    High school degree or equivalent combination of education and experience.   At least one year of experience in a highly responsive customer oriented and problem solving environment/function.  Problem solving experience and skills, strong organization and teamwork skills and experience required.  High volume, high accuracy data entry experience preferred.  Proficient in Microsoft Word and Excel preferred.


    Ability to accurately transcribe numbers and letters information from black and white paper and computer display.  Ability to decipher verbal information and instructions in person, via telephone and electronic media.  Strong communication and relationship building skills required. 


    Ability to communicate instructions, recommendations and provide instructions verbally and in writing.  Ability to plan and prioritize tasks of this position; ability to use business system software to retrieve and update information.


    General knowledge of Rockwell products a plus.




    HORIZON Solutions is an Equal Employment Opportunity Employer and fully supports Affirmative Action.



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