Service Administrator

The Hiller Companies; Hickory (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

The Hiller Companies is seeking a Service Administrator to support the Service Manager and Coordinators, ensuring strong communication across service teams and timely job completion. The role also liaises with 3rd party portals to maintain compliance with customer and municipality requirements.

Key responsibilities include handling overflow service calls, scheduling support, job closure verification, documentation, PO processing, and coordinating quotes and opportunities for additional service

Qualifications

• Experience supporting service teams or field operations
• Strong communication and documentation skills
• Ability to coordinate across multiple internal teams
• Comfort with third‑party portals and invoicing processes

Responsibilities

• Receive overflow service calls to improve customer experience
• Provide backup scheduling support for service coordinators
• Verify job closures, inventory, and costs for completed work
• Coordinate with service coordinators to ensure smooth operations
• Maintain inspection documentation during job completion
• Assist in tracking reopened jobs and missing information
• Process purchase orders and material requests as needed
• Provide quotes to sales for identified service opportunities
• Serve as a liaison for 3rd party portals (IROL, etc.)
• Ensure work order extensions are requested in customer portals
• Assist with customer setup needs and proforma invoicing
• Identify opportunities for additional service lines and communicate with sales
• Complete special projects and suggest process improvements
• Assist with updating quotes for existing customers
• Develop positive relationships with customers and team members
• Other duties as assigned

Skills

Communication

Customer service

Organization

Portal coordination

Education

Experience working in administrative support

Tools

CRM systems

MS Excel

Job description

The Hiller Companies, LLC has an immediate opening for Service Administrator. If you are a dedicated professional with a passion for fire protection and safety,
The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal - making the world a safer place.

Job Summary:

The Service Administrator is a critical support role to the Service Manager and Service Coordinators to help ensure strong communication amongst the services teams, timely completion of jobs, and the presence of proper documentation for all work performed by the field. This role also serves as the primary liaison to 3rd party portals helping to maintain compliance to customer and municipality requirements.

Key Responsibilities

• Receive overflow service calls coming into service coordinators to provide a better customer experience for our valued customers.
• Providing backup to service coordinators for scheduling services.
• Reviewing all completed jobs and verifying inventory of service techs and cost materials to jobs appropriately during the job closure process.
• Efficiently manage and complete service tasks, collaborating closely with service coordinators to ensure smooth operations.
• Maintain and process inspection documentation as required during the job completion process.
• Assisting Service Manager in tracking and addressing all jobs that are reopened due to missing information.
• Aid Service Coordinators in the processing of PO’s and ordering materials as needed.
• Communicate to the sales teams when a quote is needed that was identified during a service call. (Such opportunities will primarily be recognized during the job closure process.)
• Serve as the point of contact for all 3rd party portals (IROL, etc.)
• Ensure work order extensions are requested in customer portals as required.
• Assist with customer set up needs as needed.
• Send proforma invoices to customers that require this so that a purchase order can be issued.
• Identify customers where we are not currently performing on all service lines and communicating with sales team the opportunities for additional service line sales.
• Complete special projects as required.
• Offer suggestions and solutions on improving efficiency of general procedures.
• Assist with sending out quotes for existing customers that need a current quote to issue a purchase order for the service.
• Assist with research and updating quotes for existing house customers.
• Develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.