Field Service Administrator

Resolution Technologies, Inc.; Newnan (GA); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Resolution Technologies, Inc. is seeking a Field Service Administrator to coordinate field service operations, maintain accurate service records, and ensure timely invoicing and revenue recognition.

The role acts as the central administrative hub between customers, field personnel, operations, procurement, and finance. The ideal candidate will have 3–5 years of experience in service administration or related fields, hands-on experience with ERP/work order systems, and strong MS Office skills

Competenze

• 3–5 years of experience in service administration, coordination, operations, or related environments.
• Experience with ERP, work order, purchasing, payroll/timekeeping, and invoicing systems.
• Strong MS Office skills, especially Excel, Outlook, and Teams.

Mansioni

• Support day-to-day administration and coordination of field service operations.
• Maintain accurate service records within ERP and service management systems.
• Ensure processes for work order creation, planning, execution, invoicing, and closure are followed.
• Identify bottlenecks and opportunities to improve operational efficiency.
• Support KPI reporting including work order status, WIP, invoicing, and labor recovery.
• Act as administrative point of contact for customers and coordinate service requests.
• Manage the administrative lifecycle of service work orders from setup to closure.
• Process technician timesheets and ensure correct labor allocations.
• Create and manage purchase requisitions and orders for service operations.
• Support planning and scheduling of technicians and service resources.
• Prepare service work orders for timely customer invoicing and resolve discrepancies.

Conoscenze

Field service coordination

Operational planning

Customer service

Attention to detail

Strumenti

ERP systems

Payroll/timekeeping systems

Invoicing systems

Microsoft Excel

Outlook

Teams

Descrizione del lavoro

Field Service Administrator Position Summary

The Service Administrator is a key operational support role responsible for ensuring the efficient execution, administration, and commercial control of service activities. The position serves as a central coordination point between customers, field service personnel, operations, supply chain, procurement, finance, and management, ensuring service work moves efficiently from initial customer request through planning, execution, work order control, payroll processing, procurement, invoicing, and final closeout. A primary focus of the role is Operational Excellence, maintaining accurate systems and processes, providing responsive customer service, ensuring timely commercial recovery, and supporting the field service organization with the administrative discipline required to deliver a professional customer experience.

Field Service Administrator Key Responsibilities

Operational Excellence & Service Administration:

• Support the day-to-day administration and coordination of field service operations.
• Maintain accurate, timely, and consistent service records within applicable ERP and service management systems.
• Ensure established processes are followed for work order creation, planning, execution, invoicing, and closure.
• Identify administrative bottlenecks, process gaps, and opportunities to improve operational efficiency.
• Maintain service documentation, reporting, and records in accordance with company policies and audit requirements.
• Support operational KPI reporting including work order status, WIP, utilization, invoicing, recovery, and service performance.

Customer Service & Coordination:

• Act as a key administrative point of contact for customers.
• Receive and coordinate customer service requests, ensuring appropriate internal resources are engaged.
• Provide customers with timely updates regarding service activities, purchase orders, documentation, and invoicing.
• Support the Service team in maintaining a responsive, professional, and customer-focused operating environment.
• Assist with resolving administrative and commercial issues that could delay service execution or customer billing.

Work Order Management:

• Manage the complete administrative lifecycle of service work orders.
• Work order creation and job setup.
• Labor, parts, travel, and expense allocation.
• Work order coding and cost allocation.
• Monitoring open work orders and Work in Progress (WIP).
• Reviewing technician documentation and service reports.
• Ensuring required supporting documentation is complete.
• Preparing completed work for invoicing.
• Timely work order closure.
• Maintain strong control of open work orders to minimize aging WIP and ensure completed work is converted to revenue promptly.

Payroll & Time Processing:

• Review and process technician and service employee timesheets.
• Validate regular time, overtime, travel time, allowances, and applicable job coding.
• Ensure labor hours are correctly allocated to customer, warranty, internal, and other work orders.
• Coordinate with payroll and management to resolve discrepancies before payroll deadlines.
• Maintain accurate records supporting payroll, customer billing, and labor recovery.
• Support reporting of technician utilization and labor recovery.

Procurement & Purchasing:

• Create and manage purchase requisitions and purchase orders supporting service operations.
• Coordinate procurement of parts, tooling, rentals, subcontractors, travel, and other service requirements.
• Verify supplier invoices against approved purchase orders and service requirements.
• Support vendor setup and administration where required.
• Monitor outstanding purchase orders and ensure costs are allocated to the appropriate work orders.
• Work closely with Supply Chain and Procurement to support urgent customer and field requirements.

Service Planning & Field Support:

• Support planning and scheduling of technicians and service resources.
• Coordinate customer site requirements, travel, accommodations, tooling, parts, and supporting resources.
• Assist with short- and medium-term service planning.
• Maintain visibility of technician schedules, customer commitments, and upcoming service requirements.
• Support mobilization and demobilization of field personnel.
• Ensure field teams have the administrative and logistical support required to execute work efficiently.

Invoicing & Commercial Recovery:

• Prepare service work orders for timely and accurate customer invoicing.
• Verify labor, parts, travel, expenses, subcontractor costs, and applicable commercial terms prior to billing.
• Ensure customer purchase orders and supporting documentation are available before invoice submission.
• Work with Finance and Service Management to resolve invoice discrepancies and customer queries.
• Monitor completed but unbilled work and actively drive reduction of aged WIP.
• Support accurate recovery of service costs and achievement of service department profitability objectives.

Field Service Administrator Key Performance Indicators

• Performance will be measured through a combination of operational and customer-focused metrics, including:
• Work order accuracy and timely closure.
• WIP aging and completed-not-billed performance.
• Invoice accuracy and billing cycle time.
• Payroll and technician time-entry accuracy.
• Purchase order and procurement cycle compliance.
• Labor utilization and recovery reporting accuracy.
• Customer response and administrative service levels.
• Accuracy and completeness of ERP/service system data.
• Compliance with established Direct Mining processes.
• Continuous improvement and Operational Excellence initiatives.

Field Service Administrator Qualifications & Experience

• 3 to 5 years of experience in service administration, service coordination, operations, mining, heavy equipment, industrial services, or a related environment preferred.
• Experience with ERP, work order, purchasing, payroll/timekeeping, and invoicing systems.
• Understanding of field service operations and the relationship between labor, parts, expenses, work orders, and customer billing.
• Mining, construction, heavy equipment, or OEM/dealer experience considered a strong asset.
• Strong Microsoft Office skills, particularly Excel, Outlook, and Teams.
• Experience working with geographically dispersed field service teams is beneficial.

Field Service Administrator Core Competencies

• Operational Excellence - disciplined, process-driven approach with strong attention to accuracy and efficiency.
• Customer Focus - responsive and professional approach to both external customers and internal stakeholders.
• Commercial Awareness - understands the importance of cost control, labor recovery, WIP management, and timely invoicing.
• Organization & Planning - capable of managing multiple priorities in a fast-moving field service environment.
• Attention to Detail - maintains accurate financial, payroll, procurement, and work order information.
• Communication - communicates clearly across customers, technicians, management, procurement, and finance.
• Accountability - takes ownership of administrative processes through to completion.
• Continuous Improvement - actively identifies opportunities to simplify processes and improve service execution