Service Office Manager

Location: Yonkers, NY

Schedule: Monday – Friday, 8:00 AM – 5:00 PM (in‑office)

Position Summary

The Office Manager – Service Operations supports the administrative functions of commercial service and maintenance projects throughout New York State. The role serves as a key administrative resource to the Vice President, Service Director, and Service Managers, handling contract administration, project documentation, customer account management, CRM administration, work order management, warranty administration, invoicing support, collections follow‑up, and data integrity across multiple software platforms. The position does not include dispatching, technician scheduling, or field support responsibilities.

Contract Administration & Project Documentation

• Administer service contracts, maintenance agreements, purchase orders, work authorizations, and customer‑specific contract requirements.
• Review customer contracts and service agreements for administrative compliance and documentation requirements.
• Track contract terms, renewal dates, billing requirements, insurance requirements, and customer‑specific documentation obligations.
• Maintain contract files and ensure proper execution, storage, and accessibility of project records.
• Support contract closeout activities and ensure all required documentation is completed and submitted.
• Coordinate collection and distribution of customer‑required documents including certificates of insurance, W‑9s, safety documentation, lien waivers, and closeout packages.
• Assist with notice requirements, change documentation, and service‑related contract correspondence.
• Track customer‑specific compliance requirements and documentation deliverables.

Service Project Administration

• Create and maintain service work orders, project records, and customer accounts within company software systems.
• Support administrative activities for preventive maintenance programs, repair projects, emergency service work, leak investigations, warranty repairs, and capital replacement projects.
• Monitor project documentation through all phases of service work from initiation to closeout.
• Maintain accurate records of work orders, proposals, service authorizations, customer approvals, and project status updates.
• Coordinate project documentation between service managers, customers, accounting, and other internal departments.
• Ensure project records are complete and properly documented prior to invoicing.

Warranty Administration

• Manage warranty registration, tracking, and documentation for completed service and repair projects.
• Coordinate manufacturer warranty claims and warranty service requests.
• Review warranty eligibility and assist in processing warranty‑related documentation.
• Maintain records of warranty inspections, repairs, corrective actions, and customer communications.
• Track warranty expiration dates and support customer warranty inquiries.
• Coordinate with manufacturers, vendors, service managers, and customers regarding warranty‑related issues.
• Ensure warranty closeout documentation is complete and properly archived.

CRM & Software Administration

• Create and maintain customer accounts, locations, contacts, service agreements, and project records within CRM and service management platforms.
• Enter, update, audit, and validate customer, project, and service‑related information across multiple systems.
• Support CRM data integrity initiatives and process improvements.
• Assist with migration, cleanup, and validation of historical customer and project data.
• Participate in ongoing transition efforts from Salesforce to Jobba, including legacy data review and transfer involving Data forma and Salesforce records.
• Assist with software implementation initiatives, testing, workflow development, and process standardization.
• Generate reports and dashboards to support operational and management decision‑making.

Customer Service & Account Management

• Serve as an administrative point of contact for customers regarding service requests, documentation, billing inquiries, warranties, and project records.
• Provide professional and timely communication with customers via phone and email.
• Follow up with customers regarding completed service work, outstanding documentation, approvals, warranty matters, and invoicing.
• Support customer onboarding and account setup processes.
• Maintain positive customer relationships through proactive communication and responsiveness.
• Assist in resolving administrative issues that may impact customer satisfaction.

Billing, Invoicing & Collections

• Prepare and process customer invoices accurately and timely in accordance with contract requirements.
• Review work orders, technician reports, proposals, service authorizations, and project documentation to ensure billing readiness.
• Verify billing compliance with customer purchase orders, contract terms, and invoicing requirements.
• Coordinate with Service Managers and Accounting to resolve billing discrepancies and documentation deficiencies.