Scope of Work:
It is the responsibility of the Service Admin to field service request, initiate work orders and follow through with the work order until it is processed for billing. The Service Admin must be courteous, pleasant, and personable and pursue additional service work from customers. The Service Admin must also maintain these traits with the service technicians. This position will also assist the Vice President with various tasks.
Duties:
Field Service Requests
The Service Admin will be responsible for the intake of all customer service requests. Customer requests may be generated by email, phone, website or verbally. Email requests include the daily reports we receive from our monitoring agency. The Service Writer will generate work orders from the service requests. The work orders will be generated using Excel and tracked on a spreadsheet.
Accountability – It is the responsibility of the Service Admin to check for email and website requests daily and answer all incoming phone calls. Work orders are to be generated and logged at the time of the request; no work request will go without a work order.
Schedule Service Requests
The Service Admin will schedule all service requests on a first come first served basis with the customer at the earliest convenience. Convenience will be according to request status and current workload. The Service Admin will review the completed work order turned in by the technician for accuracy and completeness. The Service Admin will track all work orders throughout the life of the work order.
Accountability – Prior to the end of each day the Service Admin will have work firmly scheduled for the next day and placed the schedule on the Service calendar for the Technicians. The Service Admin is responsible for producing a schedule that will allow for the work to be complete without overtime unless approved by the manager.
Coordinate Service Material
The Service Admin will coordinate with the Technicians and purchasing to maintain material for service use. It is the responsibility of the Service Admin to stay informed on what material is needed for service and when it will arrive to properly schedule service requests.
Accountability – Prior to the end of each workday the Service Admin will inquire with the technicians as to what material is needed to complete the service request. Prior to the end of each work week the Service Admin will check with purchasing on the anticipated arrival of ordered material.
Generate Billings
The Service Admin will generate billing from the completed work order. All billing will be generated in the accounting software. The Service Admin will submit the invoices to the manager for review and approval prior to sending the bill to the customer. The Service Admin is also responsible for auditing the service log for open work orders that need to get billed.
Accountability – By the end of the work week the Service Admin will generate send out billings for that week’s work. By the end of the month the Service Admin will perform the monthly audit of the service log.
Maintain Customer Information
The Service Admin will maintain current customer information in the accounting software. This information will include current billing information and current contact information.
Accountability – Prior to the end of each three-month quarter period, the Service Admin will update all new customer information.
Test and Inspection
The Service Admin will coordinate all test & inspection work. This will require the use of specialty software to track past, current and upcoming test and inspections. The Service Admin will call on customers to generate work, schedule work and follow up on deficiencies.
Accountability – Prior to the end of each work week the Service Admin will produce a rolling two-week schedule of test and inspection work.
Other Duties as Assigned
Periodically the Service Admin will be assigned various other tasks
