Field Service Administrator

Field Service Administrator Position Summary

The Service Administrator is a key operational support role responsible for ensuring the efficient execution, administration, and commercial control of service activities. The position serves as a central coordination point between customers, field service personnel, operations, supply chain, procurement, finance, and management, ensuring service work moves efficiently from initial customer request through planning, execution, work order control, payroll processing, procurement, invoicing, and final closeout.

A primary focus of the role is Operational Excellence, maintaining accurate systems and processes, providing responsive customer service, ensuring timely commercial recovery, and supporting the field service organization with the administrative discipline required to deliver a professional customer experience.

Field Service Administrator

Key Responsibilities Operational Excellence & Service Administration:

• Support the day-to-day administration and coordination of field service operations.
• Maintain accurate, timely, and consistent service records within applicable ERP and service management systems.
• Ensure established processes are followed for work order creation, planning, execution, invoicing, and closure.
• Identify administrative bottlenecks, process gaps, and opportunities to improve operational efficiency.
• Maintain service documentation, reporting, and records in accordance with company policies and audit requirements.
• Support operational KPI reporting including work order status, WIP, utilization, invoicing, recovery, and service performance.

Customer Service & Coordination:

• Act as a key administrative point of contact for customers.
• Receive and coordinate customer service requests, ensuring appropriate internal resources are engaged.
• Provide customers with timely updates regarding service activities, purchase orders, documentation, and invoicing.
• Support the Service team in maintaining a responsive, professional, and customer-focused operating environment.
• Assist with resolving administrative and commercial issues that could delay service execution or customer billing.

Work Order Management:

• Manage the complete administrative lifecycle of service work orders.
• Work order creation and job setup.
• Labor, parts, travel, and expense allocation.
• Work order coding and cost allocation.
• Monitoring open work orders and Work in Progress (WIP).
• Reviewing technician documentation and service reports.
• Ensuring required supporting documentation is complete.
• Preparing completed work for invoicing.
• Timely work order closure.
• Maintain strong control of open work orders to minimize aging WIP and ensure completed work is converted to revenue promptly.

Payroll & Time Processing:

• Review and process technician and service employee timesheets.
• Validate regular time, overtime, travel time, allowances, and applicable job coding.
• Ensure labor hours are correctly allocated to customer, warranty, internal, and other work orders.
• Coordinate with payroll and management to resolve discrepancies before payroll deadlines.
• Maintain accurate records supporting payroll, customer billing, and labor recovery.
• Support reporting of technician utilization and labor recovery.

Procurement & Purchasing:

• Create and manage purchase requisitions and purchase orders supporting service operations.
• Coordinate procurement of parts, tooling, rentals, subcontractors, travel, and other service requirements.
• Verify supplier invoices against approved purchase orders and service requirements.
• Support vendor setup and administration where required.
• Monitor outstanding purchase orders and ensure costs are allocated to the appropriate work orders.
• Work closely with Supply Chain and Procurement to support urgent customer and field requirements.

Service Planning & Field Support:

• Support planning and scheduling of technicians and service resources.
• Coordinate customer site requirements, travel, accommodations, tooling, parts, and supporting resources.
• Assist with short- and medium-term service planning.
• Maintain visibility of technician schedules, customer commitments, and upcoming service requirements.
• Support mobilization and demobilization of field personnel.
• Ensure field teams have the administrative and logistical support required to execute work efficiently.

Invoicing & Commercial Recovery:

• Prepare service work orders for timely and accurate customer invoicing.
• Verify labor, parts, travel, expenses, subcontractor costs, and applicable commercial terms prior to…