Service Administrator

About the role

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services.

The Service Administrator is a critical support role to the Service Manager and Service Coordinators to help ensure strong communication amongst the services teams, timely completion of jobs, and the presence of proper documentation for all work performed by the field with an emphasis on quality assurance/quality control.

Responsibilities

• Receive overflow service calls coming into service coordinators to provide a better customer experience for our valued customers.
• Provide backup to service coordinators for scheduling services.
• Review all completed jobs and verify inventory of service techs and cost materials to jobs appropriately during the job closure process.
• 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 Service Manager in tracking and addressing all jobs that are reopened due to missing information.
• Aid Service Coordinators in the processing of PO’s and ordering materials as needed.
• Communicate to the sales teams when a quote is needed that was identified during a service call.
• Serve as the point of contact for all 3rd party portals (IROL, etc.).
• Ensure work order extensions are requested in customer portals as required.
• Assist with customer set up needs as needed.
• Send proforma invoices to customers that require this so that a purchase order can be issued.
• Identify customers where we are not currently performing on all service lines and communicating with sales team the opportunities for additional service line sales.
• Complete special projects as required.
• Offer suggestions and solutions on improving efficiency of general procedures.
• Assist with sending out quotes for existing customers that need a current quote to issue a purchase order for the service.
• Assist with research and updating quotes for existing house customers.
• Develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.