Service Administrator

Position Title

Service Administrator (Analyst – Invoicing)

Position Summary

The Service Administrator – Invoicing is responsible for reviewing, validating, and closing forklift service work orders for branch operations. This role ensures all labor, parts, travel, and miscellaneous charges are accurately documented and billed in a timely manner. The position plays a key role in supporting revenue capture, customer satisfaction, and operational efficiency by maintaining accurate service records and ensuring completed work orders are invoiced promptly.

Key Responsibilities

Work Order Review & Accuracy Verification

• Review completed service work orders for completeness and accuracy prior to invoicing.
• Verify technician labor hours, travel time, parts usage, and outside service charges.
• Confirm proper coding, pricing, and authorization requirements are met.
• Ensure customer purchase orders, signatures, and billing instructions are included when required.
• Identify discrepancies, missing information, or errors and coordinate corrections with technicians, service advisors, or branch leadership.

Work Order Closing & Invoicing

• Close completed work orders in the service management system.
• Generate accurate customer invoices based on approved work performed.
• Ensure warranty, internal, contract, and customer-billable work is processed correctly.
• Meet daily and monthly targets for work order closure and invoice turnaround times.
• Assist with end-of-month closing activities to reduce aged open work orders.

Administrative & Reporting Support

• Monitor open work order aging reports and follow up on outstanding items.
• Maintain organized electronic and system records of service documentation.
• Provide invoicing status updates to branch management.
• Support audits by supplying accurate service and billing records.
• Recommend process improvements to streamline billing and closure processes.

Customer & Internal Support

• Respond to internal questions regarding invoice status, billing details, and work order corrections.
• Coordinate with customers as needed regarding billing documentation or purchase order requirements.
• Work collaboratively with service, parts, rental, and accounting teams.

Qualifications

Education & Experience

• High school diploma or GED required; associate degree preferred.
• 2 years of administrative, invoicing, billing, or service operations experience preferred.
• Experience in forklift, heavy equipment, automotive, or industrial service environments preferred.

Skills & Competencies

• Strong attention to detail and accuracy.
• Ability to interpret service work orders, labor entries, and parts charges.
• Strong organizational and time management skills.
• Ability to prioritize high-volume workload in a fast-paced branch environment.
• Effective communication and follow-up skills.
• Proficient in Microsoft Office, especially Excel and Outlook.
• Experience with ERP/service management software preferred.

Key Performance Indicators (KPIs)

• Percentage of work orders invoiced within target timeframe
• Reduction in aged open work orders
• Invoice accuracy rate
• Revenue captured from completed work
• Warranty/internal billing accuracy

Work Environment

• Primarily office-based within a forklift branch location.
• Frequent communication with technicians, service advisors, parts personnel, and customers.
• Standard business hours with occasional overtime during month-end close.

Preferred Traits

• Process-driven and dependable
• Strong sense of urgency
• Analytical mindset
• Customer-service oriented
• Team player with problem-solving ability