Senior Service Administrator

About the role

We are looking for a talented Senior Service Administrator to join our sales and service department in Dallas, TX. In this role, you will serve as the primary point of contact with customers by phone, email, and face‑to‑face interactions at the branch, developing positive relationships with key customers. You will identify customers’ needs, gather pertinent information, provide quotes, develop claims, prepare repair plans and provide status updates on repair work.

Location: Dallas, TX. Job type: On‑site with flexibility, office role.

Key Responsibilities

• Serve as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Assess customers’ needs and gather pertinent information.
• Create basic and complex work orders in appropriate systems, including diagnostic plans, quotes, and repair plans, determining length of repair based on parts and labor availability; review plans with the Service Supervisor/Team Lead prior to customer contact.
• Provide status updates to customers as requested.
• Review work orders to ensure accuracy for invoicing and warranty.
• Administer warranty claims by determining coverage eligibility, validating documentation, identifying root causes of failures, and ensuring accurate claim submission and reimbursement.
• Maintain accurate customer, equipment, and service records, documenting troubleshooting, repair activities, and technical findings in accordance with company procedures.
• Complete required training on a timely basis.
• Adhere to all relevant Health, Safety & Environmental policies, procedures and legislation and report any issues/incidents to supervisor.
• Coordinate and support service operations by prioritizing work, removing obstacles, resolving conflicts, and ensuring timely completion of service activities.
• Analyze customer concerns and technical information to support troubleshooting efforts, utilizing diagnostic processes, electronic service tools, and service management systems.
• Apply strong financial, analytical, and decision‑making skills to support business objectives while fostering trust, integrity, collaboration, and respect for diverse perspectives.

Competencies

• Build and maintain strong relationships with customers, technicians, and service teams by delivering exceptional customer service and clear, effective communication.
• Prioritize and manage service operations, removing obstacles and resolving conflicts.
• Utilize diagnostic processes, electronic service tools, and service management systems for troubleshooting.
• Administer warranty claims with attention to coverage eligibility and accurate documentation.
• Maintain detailed records of customer interactions, equipment, and service activities.
• Demonstrate financial, analytical, and decision‑making capabilities aligned with business objectives.

Education, Licenses, and Certifications

• High school diploma or equivalent secondary education; or equivalent experience that meets applicable regulations.
• May require licensing for compliance with export controls or sanctions regulations.

Experience

• Significant relevant work experience or specialized skills obtained through education, training, or on‑the‑job experience.
• Experience helping with day‑to‑day operations of field service power generation, including quoting, invoicing, and customer communication.
• Proficiency in Microsoft Excel, Word, and PowerPoint.

Schedule

Standard working hours are 8:00 a.m. to 5:00 p.m., with a one‑hour lunch break.

Benefits

• Relocation package available.