CRM Administrator

Harwich Port Heating and Cooling•Harwich, MA

About The Position

This position requires a proactive and highly organized CRM & Operations Systems Administrator to manage and optimize our FieldEdge CRM, Sortly inventory platform, job costing, and purchasing systems. This cross-functional role is essential to improving business operations across service, inventory, finance, and admin functions. Ideal candidates are detail-oriented, tech-savvy, and capable of balancing both systems management and hands-on operational support.

Requirements

3+ years of experience in operations, admin, or systems support within a service industry (HVAC, plumbing, construction, etc.)
Working knowledge of FieldEdge, Sortly, or comparable software
Strong experience with job costing, purchasing, and inventory workflows
Highly proficient in Excel or Google Sheets for reporting and reconciliation
Excellent communication, documentation, and problem-solving skills
Comfortable working across departments and supporting multiple systems

Nice To Haves

Previous experience with dispatch operations and payroll support is a plus

Responsibilities

Serve as the primary administrator for FieldEdge: manage workflows, user access, customer/job records, and reporting.
Customize service types, billing rules, and job workflows to align with business needs.
Train office and field staff on CRM best practices and usage.
Build and run reports to track technician performance, job progress, and customer engagement.
Maintain the Sortly inventory system across service trucks and warehouse(s).
Enforce inventory control procedures: item scanning, tracking, minimum stock levels, and labeling.
Coordinate with purchasing and field teams to ensure material accuracy and availability.
Ensure accurate job costing by linking labor, materials, and expenses to service jobs.
Reconcile data between FieldEdge, Sortly, and accounting systems.
Create profitability and margin reports by job or department.
Support leadership with operational data to guide decision-making.
Manage day-to-day purchasing operations, including sourcing, ordering, and vendor coordination.
Lead the implementation of a Purchase Order (PO) system for inventory and materials.
Track purchase orders from creation through fulfillment and receiving.
Maintain positive vendor relationships and evaluate supplier performance.
Assist with dispatching technicians during peak times, staff shortages, or emergencies.
Ensure jobs are scheduled efficiently and updates are communicated to customers and field staff.
Help optimize technician routes and job stacking for efficiency.
Serve as a backup for payroll processing, assisting with timecard reviews, reporting, and submission.
Support administrative tasks related to employee records, hours worked, and field tech pay structure.
Collaborate with HR and finance on workforce-related processes and reporting.