Service Administrator

CORE EQUIPMENT GROUP

JOB DESCRIPTION

Service Administrator

Position

Service Administrator

Reports To

Branch Service Manager

Department

Service

In-Person / Remote

In-Person

Exemption Status

Non-Exempt

Safety Sensitive

No

Non-Union / Union

Non-Union

Subordinates

None

JOB OUTLINE

Manages the flow of work through the service department from customer interactions through repair completion and invoicing. Works with the service manager to maintain high labor performance through increasing service labor sales and technician productivity.

ESSENTIAL DUTIES

• Provides guidance and generates quotes for customer machine repairs.
• Manages the entire work order cycle process; generation through closing and invoicing for customer work.
• Sells service labor and parts ensuring all technicians are highly productive so that budgets and goals are met.
• Works with the service manager to identify and execute continuous process improvements.
• Communicates, enforces and monitors effective service department processes to ensure customer satisfaction.
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge.
• Reviews work orders for completeness and accuracy prior to customer billing.
• Ensures all service warranty and Product Improvement Programs are completed and submitted to the warranty administrator within the required timeframe to receive maximum credit.
• May participate in training programs required for the development of skills and knowledge.
• Operates and maintains tools and equipment required to perform job responsibilities.
• Maintains a clean work area and performs work in a neat and orderly fashion.
• Follows all safety rules and regulations in performing work assignments.
• Maintains knowledge of Case Construction and competitive products.
• Performs all other duties as assigned by the Branch Service Manager.

GENERAL REQUIREMENTS

• Demonstrates a strong commitment to customer satisfaction and service excellence.
• Communicates professionally and effectively with customers, technicians, and management.
• Maintains an organized and detail-oriented approach to work order management and invoicing.
• Adheres to all company policies, procedures, and safety standards.
• Exhibits a collaborative team-oriented attitude in a fast-paced service environment.

SPECIFIC REQUIREMENTS

• Proficiency in managing service work orders from initiation through invoicing.
• Ability to generate accurate repair quotes and communicate cost estimates to customers.
• Familiarity with warranty processes and submission requirements within manufacturer-defined timeframes.
• Competency with computer-based tools and programs (ERP, Dealer Portals, etc.).
• Ability to read, analyze, and interpret internal service department reports.
• Strong organizational skills with the ability to prioritize and manage multiple open work orders simultaneously.
• Valid driver’s license preferred; may be required depending on specific duties assigned.

QUALIFICATIONS

• 3+ years of experience working in a service department environment preferred.
• High School Diploma, GED, or equivalent experience required; Associate’s degree preferred.

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods while managing work orders and performing administrative duties.
• Occasional lifting, carrying, or moving of items up to 30 pounds.
• Ability to move throughout the service facility as needed to coordinate with technicians and inspect equipment.
• Adequate vision and hearing to review documentation and communicate effectively.
• Manual dexterity sufficient to operate computers, phones, and office equipment.

WORK ENVIRONMENT

This position is primarily performed in a service department office setting with regular exposure to a shop environment. The work environment may include exposure to noise, dust, machinery, and varying temperatures typical of an equipment service facility. The employee may be occasionally required to work in outdoor conditions.

ADA COMPLIANCE

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, Core Equipment Group will provide reasonable accommodations to qualified individuals with disabilities. Reasonable accommodations are available in the hiring process and during employment. If you require an accommodation, please contact Human Resources. The essential functions listed above are representative of the knowledge, skill, and/or ability required; they do not constitute an exhaustive list of job duties.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Core Equipment Group is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.