Service Administator

About Matsuura Machinery USA, Inc.

Matsuura Machinery USA, Inc. is the exclusive U.S. importer and North American subsidiary of Matsuura Machinery Corporation of Japan, a global leader in precision CNC machine tools since 1935. Based in St. Paul, Minnesota, we support customers across North America with advanced machining technology, applications expertise, and responsive service, serving industries such as aerospace, medical, automotive, and energy.

As we continue to grow, we are seeking motivated and dedicated individuals who share our commitment to excellence and want to be part of a team that takes pride in delivering world-class CNC machine tool solutions.

MMU is proud to offer employees benefits including 100% employer paid medical, dental, and vision insurance. MMU is also proud to offer 401(k) and company match, life insurance, long term disability, voluntary short term disability, PTO, and holidays.

About the role

Reports To: Service Manager

Job type: Full Time/Non-exempt

Location: St. Paul, MN

The Service Administrator is responsible for supporting the daily operations of the Service Department by managing customer service inquiries, coordinating case intake and follow-up activities, maintaining accurate records in Salesforce, and providing operational reporting and administrative support. This role serves as a key point of contact for service-related communications and helps ensure timely case resolution, efficient department processes, and a high level of customer satisfaction.

What you'll do

• Answer incoming service calls, create and document Cases in Salesforce, and assign or escalate Cases to the designated Phone Support representative for the week.
• Monitor the Service inbox, create and document Cases in Salesforce for customer inquiries, and assign or escalate Cases to the designated Phone Support representative for the week.
• Monitor open Cases in Salesforce, follow up as needed to ensure timely resolution, and close Cases upon completion.
• Generate and distribute operational reports from Salesforce to support service performance monitoring and business decision-making.
• Provide administrative and operational support to the Service Manager and VP of Operations.
• Support service department processes and activities to ensure efficient operations and exceptional customer service.
• Assist with machine Pre-Installation Package creation
• Perform other duties and special projects as assigned.
• Occasional travel may be required (up to 10%).

Qualifications

• Motivated self-starter, team player able to manage multiple projects simultaneously
• Microsoft Office products knowledge required
• Salesforce or other CRM software experience a plus
• Excellent technical, communication, and presentation skills is a plus
• Knowledge of Matsuura Machinery product lines is a plus
• Candidate must be able to meet the physical requirements of the job
• Candidate must pass a criminal background check and drug test