AMS Service Associate (Data Center)

G&W Electric Co.; Romeoville (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

G&W Electric Co. is seeking an AMS Service Associate (Data Center) to manage administrative execution, financial closeouts, and documentation tracking for field service activities across data center accounts.

This role partners with AMS Field Service Coordinators to ensure post-trip tasks are completed and closed in Salesforce. You will monitor site check-ins, review quality portals, collect reports and signoffs, maintain portal compliance, and support invoice processing and RMAs.

Responsibilities

• Monitor real-time site check-ins/outs of third-party technicians to keep logs and timers up to date.
• Review customer Quality portals for issues and track to resolution with status updates.
• Track field service tasks and collect required field service reports, signoffs, and closeout documents from third parties.
• Maintain portal compliance by closing out dispatch cases and uploading final service documentation.
• Partner with Field Service Coordinators when using Data Center technicians or equipment.
• Track actions for Quality, Engineering, Production, or other internal teams and document in Salesforce.
• Maintain service case files and status updates in Salesforce.
• Provide weekly/monthly reports on outstanding invoices and open cases.
• Manage RMAs and shipment tracking for data center equipment/parts.
• Serve as central contact for third-party billing to resolve invoice discrepancies.
• Document Zero Hour Failures (ZHFs) in Salesforce and escalate as needed.
• Coordinate logistics for high-priority parts shipments and arrival windows.
• Work with Field Service Coordinators to generate and process final customer invoices.
• Review and disposition third-party invoices with AMS Services Manager.

Job description

Position Summary:

The AMS Service Associate (Data Center) is responsible for the administrative execution, financial closeout, and documentation tracking of field service activities across all G&W Electric customer data center accounts. Working in close partnership with the AMS Field Service Coordinators (Data Center), this role acts as the primary "post-trip" operator, ensuring that once a job is scheduled or dispatched, all system logs, third-party vendor tracking, invoicing inputs, quality follow-ups, and portal requirements are systematically completed and closed out.

Responsibilities:

• Monitor and document active, real-time site check-ins and check-outs of third-party technicians to keep dispatch logs and job timers up to date.
• Regularly review customer Quality portals for issues identified by customer Quality teams during on-site activities. Track each issue to resolution and update the applicable business portal with timely status comments, actions taken, ownership, and resolution details.
• Actively track and pursue the completion of field service tasks, enforcing the collection of required field service reports, site signoffs, and closeout documentation from third-party providers.
• Maintain compliance within customer portals by completing required administrative closeout activities, including uploading final service documentation and closing completed dispatch cases.
• Partner with the appropriate internal Field Service Coordinator when utilizing G&W Electric Field Service Technicians or company-owned equipment for Data Center service activities.
• Track and follow up on actions assigned to Quality, Engineering, Production, or other internal teams, ensuring status, actions, and final resolution are accurately documented in Salesforce.
• Maintain accurate and complete service case files and operational status updates within Salesforce.
• Assist the AMS Services Manager by providing weekly and monthly data reports on outstanding invoices and open cases.
• Manage the administration of return materials (RMAs) and the shipment tracking of equipment or parts required for data center customers.
• Act as the central point of contact for third-party service provider billing departments to resolve invoice discrepancies, missing documentation, or labor hour validation issues.
• Identify and document Zero Hour Failures (ZHFs) from incoming third-party field reports, ensuring they are immediately logged in Salesforce, reported to the appropriate teams, and flagged to the AMS Field Service Coordinator (Data Center) for urgent technical escalation.
• Coordinate directly with logistics and track high-priority parts shipments, ensuring on-site technicians have complete visibility of component arrival windows.
• Work with AMS Field Service Coordinators (Data Center) to generate and process final customer invoices for billable services.
• Work with the Manager, AMS Services, to review and disposition invoices from third-party services.