Service Administrator

ICM Solutions LLC•Phoenix, AZ

5d•Onsite

About The Position

ICM Solutions is a leading provider of heavy equipment solutions and aftermarket support for crushing, screening, and materials processing industries. With a strong focus on customer uptime and operational excellence, we deliver end-to-end service solutions that keep our customers’ operations running efficiently and safely. The Service Administrator plays a key role in supporting branch operations by coordinating work order processes, managing service documentation, and ensuring timely and accurate billing. This position is critical to maintaining workflow efficiency, supporting technicians and operations leadership, and delivering a high-quality customer experience. This is an on-site position — you must be available to work in the office Monday through Friday.

Requirements

Strong organizational and multitasking abilities in a deadline-driven environment
High attention to detail and accuracy in documentation and billing
Proficiency with Microsoft Office (Excel, Word, Outlook) and ERP/service management systems
Effective written and verbal communication skills
Ability to work independently and as part of a team
Customer-focused mindset with strong problem-solving skills

Nice To Haves

Experience with equipment dealerships, crushing & screening, aggregates, mining, or construction industries
Working knowledge of service KPIs such as work-in-progress (WIP), billable efficiency, and turnaround time
Experience in high-volume service environments supporting field technicians

Responsibilities

Open, update, and close work orders in alignment with service department procedures
Monitor active jobs to ensure timely progression, accurate documentation, and proper closure
Support the Branch Manager in prioritizing work and maintaining workflow visibility
Verify accuracy of labor, parts, and service entries prior to invoicing
Prepare and process customer invoices, ensuring completeness and accuracy
Resolve discrepancies related to billing or service documentation
Create and manage purchase orders for parts, subcontractors, and service-related expenses
Maintain organized records of service documentation, including digital systems
Assist with parts and service coordination between departments (Parts, Sales, Service)
Provide administrative support to operations leadership as needed
Serve as a point of contact for service-related administrative inquiries
Assist with scheduling coordination and communication with customers when needed
Support a collaborative, fast-paced service environment focused on uptime and customer satisfaction