Service Administrator

PURPOSE AND SCOPE

The Service Administrator Lv2 is responsible for providing administrative support for service-related tasks, including work order creation and maintenance, parts orders and invoicing, and training and technical assistance. The Service Administrator ensures that these work processes are done in an efficient, accurate, and timely manner that meet all company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Accurate and timely processing of parts needed and parts only service jobs.

• Track orders in process from entry through invoicing, ensuring work orders are updated as needed.

• Process and track Rite Hite parts freight claims.

• Add freight costs to work orders as needed.

• Communicate with Districts, Service Coordinators and/or Salespeople regarding orders, missing POs from customers, availability dates from Rite-Hite and Allied vendors.

• Thoroughly review orders for accuracy in relation to Customer Purchase Order, Flash Messages and Arbon Policy.

• Create work orders for parts needed and parts only jobs.

• Retrieve orders from the order log, review for accuracy and completeness, and enter orders if acceptable.

• Send purchase orders to allied vendors as required, including preparation of purchase orders, if needed.

• Work with allied vendors regarding shipment dates and associated invoices.

Accurate and timely processing of invoices, ensuring invoicing of completed jobs is occurring daily, minimizing lag from order completion to invoice being delivered to customer.

• Assist District Service A/R Specialists as needed in the collections process.

• Calculate actual labor, apply all costs to jobs, and invoice order.

• Attempt to obtain missing POs from Customers before passing task on to District Service Coordinator or Salesperson.

• Process web billings and credit card billings, as required.

• Review allied vendor invoices for accuracy, update in order as required, and process for payment.

Provide Second Level Advanced Support to the Department and the Districts.

• Provide back up and support to others as directed.

• Support complex customer accounts that have requirements that are specialized.

• Run Gross Profit Summary for each invoiced job, adjusting work order as needed. Flag low or negative margin jobs for managerial review.

Provide Training, Job Shadowing and Quality Reviews to the Department.

• Provide training to other Service Administrators to include first level technical assistance, Job Shadowing, quality checks and reviews.

• Pull and review V9 and District Inventory Clearing Reports for assigned district(s) and make corrections to order to clear the reports.

• Monitor work orders for those ready to invoice, review work order information for accuracy and completeness, generate invoice and deliver invoice to customer per their requirements.

• Provide training and assistance to Districts and the Salesforce as needed to help understand processes and procedures.

EDUCATION and/or EXPERIENCE

• High school diploma or GED.

• Prior experience is preferred at the Service Administrator Lv1 position or similar work experience.

KNOWLEDGE / SKILL REQUIREMENTS:

• Computer skills

• 10-key calculator skills

• Excellent organizational ability

• Professional phone skills.

SUPERVISORY RESPONSIBILITIES:

This role will not have supervisory responsibilities.