Field Operations Administrator

​JOB TITLE:        Field Operations Administrator
FLSA STATUS:   Non-Exempt

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SUMMARY:

The Field Operations Administrator completes all organizational tasks for the Service Department. Performs all branch level accounting and warranty including customer billing while providing backup support for the Field Operations Resource Coordinator. This position creates a positive customer interaction both internally and externally while ensuring timely completion of all assigned tasks to customer satisfaction.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

• Keep Service Module(s) current to ensure timely invoicing and reporting.

• Accurately prepares service work orders to invoice customers.

• Follows up on open work orders and billing discrepancies as per policy of company.

• Assists with the Service Module and provides excellent customer service.

• Fosters and maintains excellent relationships with customers and vendors.

• Assists Field Operations Resource Coordinator with scheduling HVAC Service Technicians for service appointments according to scheduling policies.

• Assists Technicians as needed with diagnosis, authorization or repairs.

• Prepares service work orders for processing, tracks progress of service work orders within the timelines set.

• Obtains any needed customer authorization prior to the HVAC Service Technician reporting to work site.

• Obtains the customer checklist from Insight Team/Customer representative prior to the HVAC Service Technician reporting to work site.

• Supports the Parts and Warranty Departments with any needed warranty or customer authorization prior to working on units including taking of pictures, faxing in for authorization or any/all procedures as prescribed in the manufacturer's warranty policy & procedure manuals.

• Works with Parts and Warranty Departments contacting customers as needed to schedule appointments for special order parts.

• Maintains a "Customer First" attitude always.

• Performs all other duties as assigned.

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COMPETENCIES:

• Customer Focus- Ability to put the customer FIRST. Dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

• Active Listening- Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Communication- Able to inform orally and in writing, with clarity and good effect. Understands clearly and quickly when instructions or orders are received. Judges what information is important and what is not, and what should be communicated, how, to whom and when.

• Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

• Problem Solving- Refers to the ability to solve difficult problems with effective solutions.

• Organization- Follows policies and procedures. Completes administrative tasks correctly and on time. Supports organization's goals and values.

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QUALIFICATIONS:

• Education and/or Experience- High School Diploma (or GED or High School Equivalence Certificate required.

• 1-2 years of retail/wholesale experience preferred.

• Language Skills- Ability to read, analyze, and interpret documents in English. Ability to respond to common inquiries or complaints from customers (internal and external). Ability to effectively present information to management. Ability to interact clearly and effectively, in both written and oral communication with supervisor, customers, co-workers, vendors, etc.

• Mathematical Skills- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Computer Skills- To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role also requires a proficient level of knowledge of Microsoft Office and Adobe. FACTs and/or Field Edge experience is a plus.

• Other Qualifications- Working knowledge of activities, methods, procedures and policies of a Service Department. General knowledge of HVAC and HVAC product installation activities a plus.

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PHYSICAL DEMANDS:

While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds. The individual must be capable of reviewing their work for errors and make adjustments as necessary.

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WORK ENVIRONMENT:

The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.