Administrator - Field Service

About the role

The Service Administrator is responsible for performing the administrative functions of the department and the final review and closing of work orders and all associated documentation. This includes reviewing work orders for completeness, following up with technicians and internal departments to resolve open items, communicating with customers to obtain purchase orders and other critical information, and reporting to the Field Service Operations Manager.

Responsibilities

• Perform general secretarial duties: typing, filing, copying, telephone coverage, mail, greeting and assisting customers, and other clerical functions as assigned.
• Serve as the Field Service Department’s main point of contact for closing work orders; communicate with technicians and other departments to close open items, document mileage charges, validate warranty coverage, and perform final review of invoices before sending to customers.
• Estimate customer costs and contact customers for purchase orders.
• Track work orders for aging and follow up with supervisors and technicians to ensure timely completion and invoicing.
• Maintain the department’s reputation for professionalism, courtesy, appearance, and customer service.
• Complete coding of expense sheets, process outside purchase orders and order parts.
• Complete proforma invoices and collect COD invoices; update COD jobs daily to apply all time, outside work, parts, and shop supplies.
• Obtain manager’s approval and file all documents.
• Code time as either flat rate or time and materials; code and process invoices for field service departments.
• Assign time to specific jobs with the appropriate job number.
• Verify all time is accounted for by checking labor recap, completing payroll sheets, and sending with time cards to payroll.
• Track employees’ vacation and personal leave days.
• Coordinate daily work, forwarding problem jobs to the supervisor for approval.
• Maintain all DOT files and complete accident reports.
• Assist the service manager in preparing for staff meetings, budgets, and objectives.

Requirements

• High school education or equivalent.
• Three years of customer service experience (or equivalent) with two years in an engine or heavy‑equipment service facility, preferably with Caterpillar.
• Excellent communication skills – verbal, written, listening, and non‑verbal – responding promptly, thoroughly, and professionally to requests, suggestions, and complaints.
• Ability to keep co‑workers informed on direction, external environment, and specific customer needs and concerns.
• Solid understanding of work area metrics tied to the departmental dashboard; accepts responsibility for improving results within control.
• Understands the value of Six Sigma and contributes when asked.
• Demonstrates basic problem‑solving skills: identifying problems, seeking input, offering solutions, and following through; offers solutions to improve the workplace.
• Excellent customer service skills: responds with urgency, treats customers as top priority, takes personal responsibility, and keeps commitments.
• Proficient computer skills – experience with Word, Excel, and database systems.
• Works for the mutual benefit of the team, seeking agreement and new solutions.
• Ability to work with minimal supervision.
• Excellent knowledge of the product market and strong understanding of the product and Caterpillar influence.
• Projects professionalism with internal and external customers, including personal appearance and courteous treatment of peers, subordinates, and customers.

Skills

• Outstanding computer skills: MS Office suite, CAT PC, and mainframe programs.
• Analytic problem‑solving capability in applying policies, procedures, guidelines, and laws, including OSHA and ISO regulations.
• Solid understanding of warranty processes and procedures.
• Strong mechanical aptitude.
• Solid understanding of Caterpillar equipment and the Caterpillar product market.