Position Description

The Service Administrator is responsible for supporting and coordinating maintenance and service activities for data center customers within the North American Aftermarket department. The Service Administrator serves as a primary point of contact for customers, account managers, service management, and field technicians, ensuring maintenance commitments are scheduled, documented, communicated, and completed in accordance with the applicable service agreement.

Key Responsibilities

• Provide maintenance status updates, open-action updates, and service activity updates to customers, account managers, service management, and upper management.
• Coordinate scheduled preventive maintenance, corrective service, and other contracted service activities for assigned sites.
• Ensure that account managers and customers receive the required maintenance and service documentation, including service tickets, maintenance checklists, field reports, and warranty documentation as applicable.

• Coordinate preventive maintenance schedules, technician assignments, site access requirements, and service logistics for data center customer sites.
• Verify maintenance and service coverage purchased within the applicable sales order, quotation, or service agreement.
• Generate quotations for additional service, repair, or maintenance work that falls outside the contracted scope, as directed.
• Interface with data center customers, site representatives, account managers, and internal teams via email or phone, ensuring timely and accurate communication.
• Maintain a comprehensive understanding of the company's product lines, maintenance requirements, and service offerings.
• Ensure thorough completion of required documents for closeout, including maintenance checklists, service tickets, field reports, and other required service documentation.
• Proactively communicate with technicians regarding maintenance progress, job status, open issues, and follow-up requirements.
• Provide technicians, customers, and account managers with relevant scheduling details and changes.
• Coordinate required parts, tools, equipment, and other resources for maintenance and service visits, ensuring availability and readiness as needed.
• Review service tickets, maintenance checklists, and field reports for accuracy, completeness, and discrepancies; follow up on missing or incomplete documentation.

• Track preventive maintenance completion, open corrective actions, and follow-up service requirements for assigned customer sites.
• Support warranty administration associated with covered equipment, including maintaining applicable warranty records and providing warranty documentation upon request.
• Document and maintain work processes for the assigned area of responsibility and perform other duties as required.

Required Education & Qualifications

• Commitment to service excellence and a Customer-First attitude.
• Excellent verbal and written communication skills.
• Ability to work without direct supervision.
• Professionalism and patience/empathy in time-sensitive situations.
• Strong work ethic, trainability, coachability, flexibility, and a visionary approach.
• Ability to remain calm under pressure.
• Attention to detail is essential.
• Strong decision-making and communication skills.
• Ability to work independently and as a team member.

Requirements

• Associate degree or high school diploma with equivalent customer service experience.
• 5+ years of customer service experience.
• Proficiency in Microsoft Office software.
• Previous HVAC service/dispatching experience preferred but not required.