Service Administrator - Fire Alarm

Hiller Companies • CHARLESTON, SC

5d

About The Position

The Service Administrator is a critical support role for the Service Manager and Service Coordinators. The position helps ensure effective communication across service teams, timely completion of jobs, and proper documentation of field work, with an emphasis on quality assurance and quality control. The role also serves as the primary liaison to third-party portals to help maintain compliance with customer and municipality requirements.

Requirements

• High school diploma or GED.
• At least 2 years of customer service experience.
• Confident personality and ability to negotiate appropriately with outside contacts, including vendors and customers.
• Excellent oral and written communication skills.
• Proficient computer skills, including Microsoft Office programs, and a track record of learning and mastering new programs.
• Strong record-keeping, analytical, time management, and job-prioritization skills.
• Strong organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics, and customer follow-up.

Nice To Haves

• Some college.
• Prior service department experience, ideally in the life safety, security, or communications industry.

Responsibilities

• Receive overflow service calls from service coordinators to provide a better customer experience.
• Provide backup to service coordinators for scheduling services.
• Review completed jobs and verify service technician inventory and cost materials are appropriately assigned during job closure.
• Manage and complete service tasks in collaboration with service coordinators.
• Maintain and process inspection documentation during job completion.
• Assist the Service Manager with tracking and addressing jobs reopened due to missing information.
• Aid service coordinators in processing purchase orders and ordering materials as needed.
• Notify sales teams when a quote is needed for an opportunity identified during a service call, primarily during job closure.
• Serve as the point of contact for third-party portals, including IROL.
• Ensure work order extensions are requested in customer portals as required.
• Assist with customer setup needs.
• Send pro forma invoices to customers who need them to issue a purchase order.
• Identify customers not currently receiving all service lines and communicate additional service line opportunities to the sales team.
• Complete special projects as required.
• Suggest solutions for improving the efficiency of general procedures.
• Assist with sending quotes to existing customers who need a current quote to issue a purchase order for service.
• Assist with researching and updating quotes for existing house customers.
• Develop positive, ongoing relationships with customers and team members.
• Perform other duties as assigned.

Benefits

• Competitive compensation package, with pay advancement opportunities for industry certifications and continuing education.
• Comprehensive benefits package, including health, dental, and vision insurance; retirement plans; company-paid and voluntary life insurance; company-paid short-term disability; voluntary long-term disability; critical illness and accident insurance; and paid time off.
• Company-provided training, tools, and equipment.
• $150 annual boot allowance for employees required to wear safety boots.
• Career advancement potential within a growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED