Service Administrator

Burke Porter, an Ascential Technologies Brand•Grand Rapids, MI

10d•Hybrid

About The Position

The Service Administrator for Ascential Care is responsible for performing all administrative processes associated with service cases and field missions, ensuring that Ascential Care's service activities are correctly documented, billed, and reported in a timely and accurate manner. This role acts as the administrative backbone of the Service Desk, managing the full billing lifecycle from mission report receipt through to customer invoicing, processing purchase orders, maintaining equipment and customer data, and supporting the operational team with onboarding, contract administration, and miscellaneous service orders. The Service Administrator works closely with InHouse Engineers, Mission Coordinators, and the local finance and logistics teams to ensure that all commercial and operational documentation is completed to the required standard. Accuracy, process discipline, and the ability to identify and escalate discrepancies are the defining characteristics of excellence in this role.

Requirements

Demonstrable experience in an administrative, billing, or back-office operations role, preferably within a service, manufacturing, or industrial environment.
High degree of accuracy and attention to detail — disciplined in financial documentation, data entry, and record maintenance.
Proficiency with ERP systems (SAP, BaaN, Microsoft, Oracle, Job Boss, or equivalent) and CRM systems; Salesforce Service Cloud experience preferred.
Understanding of basic commercial and billing processes: purchase orders, invoices, service quotes, and credit notes.
Strong organizational skills — able to manage multiple administrative processes concurrently and meet deadline commitments.
Clear written and verbal communication skills in English; additional European language(s) a significant advantage.
Proficiency in Microsoft Office suite (Outlook, Excel, Word, Teams).

Nice To Haves

Experience in service administration, field service billing, or service operations support role within a technical or engineering services organization.
Familiarity with Salesforce Service Cloud or equivalent field service management platform.
Experience with intercompany billing and purchase order processes in a multi-entity organization.
Working knowledge of warranty administration and service contract management.
Experience with new employee onboarding processes and HR administration.
Fluency in one or more additional European languages.

Responsibilities

Review completed mission reports for compliance with non-technical billing requirements, including overnight stays, rental car and mileage claims, expense receipts, and mission duration; escalate discrepancies to the relevant supervisor.
Transfer mission data from Service Cloud into the local ERP system and initiate the invoicing process.
Confirm that customer purchase orders have been received and that the PO value matches the agreed service quote prior to creating the service job in the system.
Create service jobs in the ERP system upon PO receipt and inform the service and parts teams accordingly.
Process customer invoicing: verify service charges against the purchase order, trigger the invoicing department, and ensure invoices are issued accurately and within agreed timelines.
Create purchase orders for third-party suppliers or other Ascential Technologies subsidiaries for specialized or additional support services.
Maintain customer and machine information in Service Cloud, including updates to equipment location, customer contact details, installation dates, and warranty status.
Update equipment warranty information in Service Cloud upon receipt of warranty registration or change notifications.
Enter SLA and maintenance contract data into the CRM system; create SLA quotes and process purchase orders for contract renewals.
Support the onboarding of new team members: system access, process training, and orientation to Service Cloud workflows.
Process timecards where required and support the payroll or HR process as necessary.
Handle miscellaneous administrative service orders including uniform requests, facility bookings, and equipment orders.
Participate in the continuous improvement of billing, invoicing, and case administration processes.