Service Administrator - Fire Alarm

The Hiller Companies, Inc. • Charleston, SC

5d

About The Position

The Service Administrator is a critical support role to the Service Manager and Service Coordinators. The position helps maintain strong communication among service teams, ensure timely job completion, and provide proper documentation for field work, with an emphasis on quality assurance and quality control. The Service Administrator also serves as the primary liaison to third-party portals, helping 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 organization contacts, including vendors and customers.
• Excellent oral and written communication skills.
• Proficient computer skills, including Microsoft Office, 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 life safety and/or the security and communications industry.

Responsibilities

• Receive overflow service calls from service coordinators to improve the customer experience.
• Provide backup to service coordinators for scheduling services.
• Review completed jobs and verify service technicians’ inventory and cost materials are assigned appropriately during job closure.
• Manage and complete service tasks, collaborating with service coordinators to support smooth operations.
• Maintain and process inspection documentation during job completion.
• Assist the Service Manager in tracking and addressing jobs reopened because of missing information.
• Help service coordinators process purchase orders and order 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 when required.
• Assist with customer setup needs.
• Send pro forma invoices to customers who need them to issue a purchase order.
• Identify customers not using all available service lines and communicate additional service opportunities to the sales team.
• Complete special projects as required.
• Suggest solutions to improve the efficiency of general procedures.
• Help send quotes to existing customers who need a current quote to issue a purchase order for service.
• Research and update quotes for existing house customers.
• Develop positive, ongoing relationships with customers and team members.
• Perform other duties as assigned.

Benefits

• Competitive compensation package, including 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, including a $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