Service Operations Analyst

Position Purpose

Provide administrative and operational support to Service Operations and Refrigeration Service Sales through data tracking, reporting, and contract coordination. This role focuses on maintaining accurate records, assisting with performance reporting, and supporting day-to-day service activities.

This position helps ensure data accuracy, timely follow-up, and adherence to departmental, company, and ISO procedures, while supporting effective communication between teams and maintaining a high level of customer service.

Key Responsibilities

• Data Tracking & Reporting Support
• Compile and distribute agreement performance reports, highlighting basic metric exceptions for leadership review.
• Absorb and update technician findings, tasking changes, and notes to ensure accurate data entry.
• Support identification of underperforming agreements by gathering data and preparing reports for review.
• Review project and agreement status reports and escalate discrepancies or concerns to Service Managers.
• Maintain and update manpower planning reports to support scheduling and resource visibility.
• Track and document customer interactions, meetings, and follow-up actions.

• Administrative & Operational Support
• Absorb customer concerns by organizing information and supporting communication efforts.
• Schedule customer meetings and internal check-ins as needed.
• Perform warranty follow-up using QAF documentation to ensure proper tracking.
• Maintain tracking logs for tools, inspections, technician physicals, fit testing, and training requirements.
• Support compliance tracking for safety and hazardous response equipment.
• Manage administrative aspects of the Quick Quote process, including data entry and status follow-up.

• Contract Administration Support
• Prepare renewal spreadsheets and assist with documentation for customer renewal meetings.
• Support monthly renewal checklist reviews with Service Managers.
• Help maintain maintenance agreements and tasking schedules to ensure accuracy and completeness.
• Enter and update agreement tasking schedules in internal systems.
• Request and track customer purchase orders for PM agreements.
• Absorb and distribute reports (e.g., oil analysis, vibration reports) for subcontractor work.
• Maintain compliance documentation, including Safety Relief Valves, NH3 Sensor Calibrations, and related records.
• Absorb setup of new agreements, including data entry and checklist tracking.

• Project & Coordination Support
• Absorb adding new project equipment to maintenance agreements in coordination with Service Sales and Service Managers.
• Ensure project-related data is accurately entered and tracked within systems.

Skills, Knowledge & Abilities

• High school diploma required; additional administrative or technical training preferred.
• Strong organizational and administrative skills with attention to detail.
• Ability to work with data, track metrics, and identify basic discrepancies.
• Good communication skills with the ability to share information clearly and professionally.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Ability to manage multiple tasks, prioritize work, and meet deadlines.
• Customer service mindset with a team-oriented approach.
• Experience in construction, HVAC, or refrigeration environments is a plus.

Direct Reports

• None