SERVICE SM ADMINISTRATOR

Wolter, Inc.•Garner, NC

18d

About The Position

The Scheduled Maintenance Coordinator coordinates scheduled maintenance and service workflow while supporting customers and internal Wolter associates with warranty administration, new equipment registration, service documentation, and timely follow-through on service requests. The role maintains accurate maintenance schedules and service records, helps ensure scheduled maintenance commitments are met, and provides customer communication, service coordination, and administrative support. The position partners with service personnel, technicians, Parts, and other internal teams. It requires attention to detail, organization, accurate documentation and system records, professional customer service, and follow-through on open requests. The role reports to the Service Manager and has no direct reports. The position involves frequent sitting, talking, listening, and use of hands for computer and office equipment; occasional standing, walking, and lifting or moving up to 30 pounds; and vision abilities including close, distance, color, peripheral, depth perception, and focus adjustment. The work environment typically has moderate office noise, with occasional exposure to noisier shop environments. Appropriate personal protective equipment must be worn when required.

Requirements

Ability to organize multiple priorities, meet deadlines, and work independently while collaborating with others.
Excellent telephone etiquette, customer service, and written and verbal communication skills.
Strong computer skills, including Microsoft Outlook, Excel, Word, and FieldServio or similar service management software.
Ability to interpret manufacturer-specific procedures, identify discrepancies, and escalate issues appropriately.
Commitment to Wolter’s company vision, mission, and policies.
High school diploma or GED.

Nice To Haves

Experience in customer service, dispatch, service coordination, warranty administration, or similar administrative roles.
Familiarity with service work orders, equipment maintenance schedules, material handling equipment, or other areas of Wolter’s business.
Ability and interest to develop into a potential dispatch lead or supervisory role.

Responsibilities

Review upcoming maintenance requirements and create monthly scheduled maintenance schedules and related service jobs by established deadlines.
Maintain accurate scheduled maintenance contracts and records, coordinate maintenance appointments, and keep customers informed of scheduling changes.
Assist in monitoring regional service dispatch workflow and job progress; schedule and dispatch assigned field service technicians as needed; provide backup dispatch and technician assistance.
Create repair orders for maintenance, new service requests, and warranty-related work; review open order analysis weekly; coordinate timely job completion, closeout, and invoicing; provide work-order closeout backup.
Review warranty documentation for completeness and accuracy, follow manufacturer-specific processes and authorization requirements, assist with claim submissions, monitor outstanding or rejected claims, resolve documentation discrepancies with service personnel, and escalate concerns appropriately.
Register newly purchased equipment with applicable manufacturers within required timeframes, verify successful registration, maintain supporting records, and correct issues that could affect warranty coverage.
Respond to calls and service inquiries from customers, technicians, vendors, and Wolter associates; direct requests to appropriate personnel and follow up on unresolved issues.
Coordinate parts needs with the Parts department; issue non-parts vendor purchase orders as required; expedite outstanding purchases; and process and post outside repair invoices.
Maintain accurate electronic and physical customer, service, warranty, and maintenance records; update customer-specific maintenance trackers daily for equipment uptime, service activity, and work-order completion; enter and maintain data in FieldServio or designated service systems.
Support service reporting, data entry, projects requested by the Service Manager, and related department responsibilities as assigned.
Adhere to company policies and act as a role model in following them.