- Responsible for Technical Service Payroll and Expense Submission
- Review Technical Service time submitted in company systems for accuracy. Adjust Technical Service time as required.
- Review Technical Service expense reports for accuracy and adherence to policy.
- Responsible for the Accurate and Timely billing of Service Invoices.
- Generate and Process service billing on a weekly basis.
- Monitor the submission of technician expenses and time to assure customer billing is timely.
- Responsible for the review and processing of time and expenses for all non-Technical Service personnel that are deployed in the field on service jobs. Monitor submission status, follow up on missing or incomplete documentation and ensure timely processing.
- Review work order details, quotes, proposals, and customer purchase orders to validate products, services, pricing, and billing requirements. Ensure all information is accurate and complete prior to invoicing to support timely and accurate customer billing.
- Coordinate with the Purchasing team to ensure third-party service purchase orders are properly linked to the appropriate service jobs, allowing costs to be accurately recorded and tracked.
- Follow up on third-party vendor invoices to verify accuracy, obtain required documentation, and support timely processing and reconciliation.
- Provide analysis on any significant discrepancies between service quotes, pre-paid service, and actual expenses on a job.
- Report on field service customer satisfaction metrics such as NPS, Financial Analysis, Field Service Executed within Requested Date, Tech Utilization leading to valid conclusions that will support continuous improvements activities.
- Investigate and resolve customer invoice disputes by collaborating with Field Service Managers, technicians, the Service Operations Manager, and other internal stakeholders to gather information, obtain and follow up on technician trip reports as needed, identify the cause of billing concerns, and document findings. Prepare detailed breakdowns of charges to support the evaluation of customer invoice disputes and facilitate timely, accurate resolutions.
- Update company’s CRM system records related to customer credits in accordance with company policies and procedures, ensuring all required documentation, approvals, and supporting information are accurately recorded and maintained.
- Maintaining and updating customer account information
- Support successful month-end closing activities by ensuring assigned tasks, service-related transactions, and required documentation are completed accurately and within established deadlines.
- Provide additional support as needed during month-end close, which may require extended hours, including evenings or weekends, to meet critical business requirements.
- Act as back-up for additional departmental administrative functions:
- Service Job Quoting
- Field Service Scheduling
- Handle incoming customer calls using the company's business phone system in accordance with established call handling procedures, customer service standards, and communication protocols.
- Monitor and manage customer service cases within the company's CRM system, reviewing case details to ensure accurate assignment to the appropriate individual or queue for timely resolution.
- Follow, support, and assist in the improvement of our company policies and procedures.
- Document all customer interactions in the company’s CRM system to ensure accurate records and effective communication tracking.
- Any other work duties required by the Manager.
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