Service Operations Specialist

Design & Service, INC.; Portland (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

Design & Service, INC. is seeking a detail-oriented Service Administrator to oversee centralized dispatch, timekeeping, and work-order processes across multiple locations in the Portland area.

You will coordinate scheduling, monitor aging orders, and ensure accurate billing and invoicing while collaborating with field leadership and accounting to resolve issues. The role emphasizes strong organizational skills, problem solving, and meticulous documentation to prevent revenue leakage and improve

Qualifications

• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced Service environment.
• Strong written and verbal communication skills.
• Strong attention to detail and financial awareness.
• Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems preferred.

Responsibilities

• Coordinate technician scheduling and dispatch across supported locations and service areas.
• Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
• Work closely with field leadership to resolve scheduling and resource conflicts.
• Serve as the primary point of escalation for routine dispatch and administrative workflow issues.
• Review technician timecards for accuracy, completeness, and proper labor allocation.
• Reconcile technician time with schedules and Service work orders.
• Monitor open and aging work orders and drive follow-up where action is required.
• Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.
• Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.
• Help ensure all billable labor and applicable Service charges are properly captured.
• Own the administrative progression of work orders from field completion through invoice readiness.
• Ensure completed work orders move through review and invoicing in a timely manner.
• Maintain visibility of completed-not-invoiced work and identify barriers preventing billing.
• Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.
• Monitor completed-to-invoiced cycle time and work-order aging.
• Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.
• Maintain consistent centralized dispatch and administrative processes across supported locations.
• Monitor technician utilization, labor capture, work-order aging, and administrative backlog.
• Identify workflow issues, trends, and opportunities for improvement.
• Maintain reports and operational visibility for the Director of Service.
• Recommend improvements to scheduling, work-order management, and Service administrative processes.Assist with training and implementation of standardized Service procedures.

Skills

Organizational skills

Problem-solving

Multitasking

Attention to detail

Written and verbal communication

Tools

ERP systems

Service-management software

Microsoft Office

Job description

Description

Centralized Dispatch & Workflow

• Coordinate technician scheduling and dispatch across supported locations and service areas.
• Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
• Work closely with field leadership to resolve scheduling and resource conflicts.
• Serve as the primary point of escalation for routine dispatch and administrative workflow issues.

Time & Work-Order Administration

• Review technician timecards for accuracy, completeness, and proper labor allocation.
• Reconcile technician time with schedules and Service work orders.
• Monitor open and aging work orders and drive follow-up where action is required.
• Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.
• Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.
• Help ensure all billable labor and applicable Service charges are properly captured.

Work-Order Completion & Invoicing

• Own the administrative progression of work orders from field completion through invoice readiness.
• Ensure completed work orders move through review and invoicing in a timely manner.
• Maintain visibility of completed-not-invoiced work and identify barriers preventing billing.
• Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.
• Monitor completed-to-invoiced cycle time and work-order aging.
• Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.

Operational Support & Improvement

• Maintain consistent centralized dispatch and administrative processes across supported locations.
• Monitor technician utilization, labor capture, work-order aging, and administrative backlog.
• Identify workflow issues, trends, and opportunities for improvement.
• Maintain reports and operational visibility for the Director of Service.
• Recommend improvements to scheduling, work-order management, and Service administrative processes.Assist with training and implementation of standardized Service procedures.

Requirements

• Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment preferred.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced Service environment.
• Experience with scheduling, timekeeping, work-order management, or Service administration.
• Strong attention to detail and financial awareness.
• Ability to analyze information, identify discrepancies, and independently resolve routine operational issues.
• Strong written and verbal communication skills.
• Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems preferred.