Service Administrator

Your role As a Service Administrator, your role is to enable efficient service execution and high customer satisfaction through accurate service administration, professional customer communication, and timely problem resolution. The role supports service job processing, parts and documentation management, and serves as a reliable point of contact for end users and distributors, while proactively engaging customers to understand their needs and identify service opportunities that sustainably support business growth and profitability. Role Responsibilities Service Administration & Internal Support Manage all aspects of service administration, including service orders, parts coordination, pricing, deliveries, backorders, warranty, credits, and invoicing Maintain accurate data in SAP, Excel, and other systems to support service operations and reporting Create and maintain equipment records and service work orders in SAP Open, update, and close work orders accurately and on time Support technicians with time entry and job reporting (including MAM2) Provide administrative support to Technical Support, including work order creation and closure Participate in weekly WIP meetings to monitor aging and open orders Ensure timely closure of warranty orders and accurate WOL updates Process invoices through AP and Esker in accordance with company guidelines Collect payments from cash sales customers Coordinate parts shipments to service job locations Maintain service documentation, work orders, and vendor records Monitor parts delivery, manage backorders, and escalate critical needs (e.g., MyQuest tickets) Support quote preparation and order entry, and proactively engage customers to schedule service work Customer Service & Order Management Manage RMAs, claims, and customer support tickets from intake to resolution Resolve inquiries related to availability, pricing, lead times, deliveries, and backorders Track shipments and proactively communicate status updates to customers Recommend parts or service solutions to improve uptime and satisfaction Enter and maintain service contracts in the system Monitor SAP processing, resolve IDoc errors, and review daily reports to take corrective action Coordination, Process & Business Support Collaborate cross-functionally with Customer Service, Technical Service, Field Service, and Service Management Support initiatives that drive business growth and operational efficiency Prepare operational and administrative information for management Maintain strong knowledge of parts, tools, equipment, and compressors Provide team coverage during absences and ensure compliance with company policies Training & Development Complete required training programs Participate in product, business, and personal development initiatives Support the AC Competency Training program Continuously build system proficiency General Perform additional duties to support service efficiency, customer satisfaction, and business objectives To succeed, you will need We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role. A high school diploma or GED is required for this position. Desired Skills Minimum 4 years of experience in service, aftermarket, operations, or customer service role within an industrial, technical, or equipment‑based environment At least 2–3 years of hands‑on experience in service administration or service coordination, including processing service orders, parts coordination, invoicing, or warranty support Demonstrated customer service experience in a B2B setting, including direct interaction with customers and distributors via phone and email Proven experience working with ERP systems (SAP preferred) and standard business tools such as Microsoft Excel, Outlook, and Office applications Experience supporting or coordinating with service technicians and technical teams, including work order management and time entry Basic practical understanding of industrial equipment, parts, or service operations (compressors, tools, generators, rental equipment, or similar preferred) Experience managing multiple priorities in a fast‑paced service or operations environment while maintaining accuracy and attention to detail Customer‑focused mindset with a service‑oriented approach Highly organized and detail‑oriented, with strong process discipline Demonstrates strong composure under pressure when responding to urg