Service Administrator

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property worldwide. Headquartered in Mobile, Alabama, Hiller operates globally and domestically with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment.

About the role

The Service Administrator is a critical support role to the Service Manager and Service Coordinators, ensuring strong communication among services teams, timely completion of jobs, and proper documentation for all work performed by the field with an emphasis on quality assurance/quality control. This role also serves as the primary liaison to 3rd party portals, helping maintain compliance with customer and municipality requirements.

Responsibilities

• Receive overflow service calls to provide a better customer experience.
• Provide backup to service coordinators for scheduling services.
• Review all completed jobs and verify inventory of service techs and cost materials to ensure accurate job closure.
• Efficiently manage and complete service tasks, collaborating closely with service coordinators to ensure smooth operations.
• Maintain and process inspection documentation as required during the job completion process.
• Assist the Service Manager in tracking and addressing all jobs that are reopened due to missing information.
• Aid Service Coordinators in processing POs and ordering materials as needed.
• Communicate to sales teams when a quote is needed, identified during a service call.
• Serve as the point of contact for all 3rd party portals (e.g., IROL).
• Ensure work order extensions are requested in customer portals as required.
• Assist with customer setup needs as needed.
• Send proforma invoices to customers requiring them to issue a purchase order.
• Identify customers where additional service lines can be offered and communicate opportunities to the sales team.
• Complete special projects as required.
• Offer suggestions and solutions to improve the efficiency of general procedures.
• Assist with sending out quotes for existing customers needing a current quote to issue a purchase order.
• Assist with research and updating quotes for existing house customers.
• Develop positive and ongoing relationships with customers and team members.
• Perform other duties as assigned.