Service Administrator

Role summary

Key duties

• Serve as a first point of contact for customers by phone or at the branch and build relationships with key customers.
• Create jobs, schedule service, prepare reports and invoices, create work orders, and close out service jobs.
• Support customers and technicians, gather information, and provide customer status updates as requested.
• Raise and manage purchase orders, handle local purchasing and accounts payable, and process labour entries on repair work orders.
• Support WIP/PIP management and service event processing, and coordinate administrative processes to meet deadlines.

Critical competencies

• Communicate clearly with audiences who have different needs and build customer relationships through customer-focused solutions.
• Create and verify customer, equipment, and technical records using required service tools and procedures.
• Gather technical issue information, document troubleshooting, and escalate issues to an appropriate level.
• Assess warranty coverage and claim requirements using published service information and warranty procedures.
• Recognize the value of different perspectives and cultures.

Candidate requirements

• Significant fast-paced customer service experience handling diverse inquiries and supporting customer satisfaction.
• Understanding of service workflows and experience in service administration or scheduling.
• Strong data entry and system skills, especially with job management or ERP software.
• Strong written and verbal communication, organization, and ability to prioritize competing tasks.
• Advanced Microsoft Suite skills; training is provided on other programs.
• Technical experience is highly preferred.

Hours and employment

• Full-time role, 38 hours per week.

Work arrangement

• Role category is on-site with flexibility; the posting states the role is not 100% on-site.