Overview

Service Administrator

Reports to: Mechanical Service Manager

FLSA Status: Non-Exempt

The Company

Air Equipment Company is the largest independent HVAC Equipment and Solutions provider in Kentucky. Our company has grown to three offices and over 40 employees throughout Kentucky, with headquarters in Louisville. We represent over 50 manufacturers, offering innovative systems with a flexibility of equipment and solutions to best match each application. We work with industry professionals and end users from the conceptual stage of projects to provide energy efficient, value‐added solutions to their complex problems.

Air Equipment Company will redefine industry standards to become the unequivocal leader in all markets we serve, to achieve an unparalleled market share. We will get there through our unwavering commitment to innovation, education, customer satisfaction, and operational excellence. We are not merely seeking success; we are on a relentless pursuit to set new benchmarks, disrupt the status quo, and consistently exceed expectations. Our dedicated team of passionate professionals is the driving force behind our journey to claim the top spot, fueled by a shared vision of becoming the go-to provider in our business.

The Opportunity

We are a rapidly growing manufacturer’s rep firm based in Kentucky that represents commercial & industrial HVAC products. The Service Administrator role is responsible for administrating support, managing and completing all service billings, and coordinating activities of Air Equipment Company service resources. This person will also be responsible for communicating with the Field Technicians, Team Leaders, and coordinating jobs with the Sales teams. Must be detail and customer service oriented and have excellent organizational skills. Position requires a high level of correspondence with customers, technicians, supervisors, and Managers.

Responsibilities

Primary focus:

• Heavy focus on Service Billings. 
• Assist in managing the on-call calendar.
• Responsible for weekly timesheets
• Assist management team with technician onboarding.
• Tracks vehicle maintenance, vehicle inventory
• Tracks technician certifications, responsible for keeping technicians up to date.
• Responsible for registering technicians and coordinating training, both in-house and manufacturer. Maintains annual technician training calendar.
• Responsible for assisting our customers with training requested.
• Distributing T&M invoices to customers
• Following up on credit hold and invoice questions from customers and AEC finance department.
• Maintains customer satisfaction by investigating concerns, routing them to the appropriate personnel.

Secondary focus:

• Works with customers, project management, and service management to schedule and dispatch technicians.
• Utilizes dispatch software to create new workorders and salesforce cases.
• Ability to coordinate incoming and outgoing parts requests placed by Technicians for current projects. Order warranty parts when needed.
• Responsible for organization of Service folders housed in SharePoint.
• Responsible for reviewing and saving work orders / reports to SharePoint.
• Manages the creation and closeout of work orders and cases.
• Responsible for escalating issues or requesting modifications to the dispatch software.

Qualifications

Candidate must have the below education and work experience:

• High School Diploma or equivalent GED certificate required.
• Industry specific knowledge preferred (HVAC, Construction, Parts, etc.)
• 1 year administrative or dispatch experience preferred.

Other Skills/Abilities

Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Mental stamina for problem solving and prioritizing multiple tasks.

Environmental RequirementsWill be required to work in an office environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds, occasionally lift and/or move up to 50 pounds.

Compensation commensurate with education and experience. Full benefits offered.

**This job description shall remain fluid and will be reviewed on an as needed basis.