Service Operations Administrator

Nova Biomedical Corporation • Waltham, MA

4d • Hybrid

About The Position

The Service Administrator plays a critical role in supporting the day-to-day operations of the Service organization by providing administrative, operational, and customer support across multiple functions. This position is responsible for coordinating service scheduling, generating service quotes, and maintaining accurate data within the CRM system to ensure efficient service delivery and high-quality customer experiences. The role provides direct support to Field Service Engineers and Technical Support teams, helping to streamline communication, improve response times, and ensure seamless execution of service activities. In addition, the Service Administrator manages credentialing requirements for field personnel to ensure compliance with customer site access protocols. This individual will also monitor customer feedback and survey results to identify trends and escalate issues as appropriate, while supporting lead triage processes to ensure timely follow-up and proper routing within the sales and service organization. The role may also assist with contract administration activities, including documentation, tracking, and coordination of service agreements. The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities while maintaining a strong focus on customer service and operational excellence.

Requirements

• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
• High attention to detail with a focus on data accuracy and process adherence
• Excellent communication and interpersonal skills with the ability to work cross-functionally
• Customer-focused mindset with a commitment to delivering high-quality service support
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office tools (Excel, Outlook, Teams)
• Ability to analyze information, identify trends (e.g., survey feedback or data issues), and escalate when needed
• Strong problem-solving skills with the ability to work independently and proactively

Nice To Haves

• Experience supporting field service, technical support, or operational teams is preferred

Responsibilities

• Coordinate and schedule service events, ensuring optimal utilization of field service resources and timely customer support
• Generate and manage service quotes in alignment with established pricing and service offerings
• Perform data entry, maintenance, and cleanup activities within the CRM system to ensure data accuracy and integrity
• Provide administrative and operational support to Field Service Engineers and Technical Support teams
• Manage and track credentialing requirements for field personnel to ensure compliance with customer site access policies
• Monitor customer feedback surveys and escalate trends, issues, or opportunities for improvement
• Triage incoming leads, ensuring proper routing, tracking, and follow-up within the sales and service organization
• Support contract administration activities, including documentation, tracking, and coordination of service agreements
• Assist in maintaining service-related documentation, processes, and system records
• Collaborate cross-functionally with Sales, Service, and Operations teams to ensure seamless execution of service activities

Benefits

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program
• Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed