Job Description

Position Overview:
We are seeking a highly organized and detail-oriented Service Administrator with 3-5 years of experience to be the operational backbone of our service department. In this pivotal role, you will be responsible for coordinating service activities, managing documentation, and ensuring seamless communication between our field technicians, customers, and internal teams. The ideal candidate is a proactive problem-solver with excellent communication skills and a passion for delivering outstanding administrative support.
Key Responsibilities:
Service Coordination & Dispatch:

• Schedule and dispatch field service technicians to customer sites efficiently, optimizing for geography, urgency, and technician skillset.
• Act as the primary point of contact for technicians in the field, providing necessary support, information, and documentation.
• Monitor job progress and update internal systems with real-time status changes.

Customer Communication:

• Serve as a key liaison for customers, responding to service inquiries, providing scheduling updates, and managing expectations.
• Process new service requests and create corresponding work orders in the company's system.
• Handle customer complaints or concerns with empathy and professionalism, escalating issues when necessary.

Administrative & Documentation Management:

• Generate, process, and close out work orders, service reports, and repair orders with a high degree of accuracy.
• Maintain and update customer and equipment databases, ensuring all information is current and accurate.
• Process parts orders, manage inventory logs, and coordinate with the logistics team for shipments.
• Assist in preparing service quotes and invoices, coordinating with the finance department as needed.

Reporting & Continuous Improvement:

• Compile and generate regular reports on key service metrics (e.g., technician utilization, job completion rates, parts usage).
• Identify areas for process improvement within the service workflow to enhance efficiency and customer satisfaction.
• Ensure all service activities comply with company policies and industry regulations.

Qualifications & Experience:
Required:

• 3 to 5 years of proven experience in a service administration, coordination, or dispatch role, preferably within a field service, HVAC, manufacturing, or technical industry.
• Proficiency with industry-standard software, including CRM systems (e.g., Salesforce, ServiceMax) and ERP systems (e.g., SAP, Oracle, NetSuite).
• Advanced skills in the Microsoft Office Suite (especially Excel for data analysis and reporting).
• Exceptional written and verbal communication skills, with the ability to interact professionally with customers and team members at all levels.
• Strong organizational and time-management skills, with a proven ability to prioritize tasks in a fast-paced environment.
• Meticulous attention to detail and a commitment to data accuracy.

Preferred:

• Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
• Experience with scheduling and dispatching a mobile workforce.
• Basic understanding of inventory management principles.

What We Offer:

• A competitive salary and benefits package ([mention specific perks if possible, e.g., health insurance, 401(k) matching, PTO]).
• Opportunities for professional growth and development within a supportive company.
• A collaborative and positive work environment.

Skills Required