Service Administrator

Job Title : Service Administrator
Job Location : Richmond, VA
FLSA Status : Non-exempt

Overview:
AIR Control Concepts is more than just a collection of firms, we are a community of forward-thinking experts committed to excellence, innovation, and collaboration. With a focus on commercial HVAC representation, we bring together esteemed entities from diverse regions, each boasting decades of invaluable experience.

We understand that success in the HVAC industry goes beyond individual accomplishments. That's why we believe in the power of unity and collaboration. By leveraging our collective assets, knowledge, and resources, we empower our member firms to deliver unparalleled service, safety, and efficiency to clients across healthcare, commercial, and residential sectors.

Check out our website : AIR Control Concepts | HVAC Partnerships, Growth & Support Across North America

Job Description:
The Service Administrator plays a key role on the Global Accounts Service Team by providing administrative, coordination, and financial support to ensure smooth and efficient service operations. This position serves as a central support function for service coordination, technician scheduling, travel logistics, invoicing, and warranty administration. The Service Administrator works closely with the service leaders, service coordinator, field technicians, and commissioning services, acting as a flexible, detail-oriented partner who can adapt to changing priorities in a fast-paced service environment. This role is also cross-trained to back up coordination and warranty functions as needed to maintain continuity of service and customer satisfaction.

Essential Duties and Responsibilities:
Service & Administrative Support

• Coordinate, schedule, and dispatch technicians for installation, startup, warranty, and service-related work.
• Serve as a central point of contact between customers, field technicians, Service Coordinators, and internal stakeholders.
• Communicate work schedules, job details, and updates via email, phone, and text.
• Update technician assignments, job statuses, and service documentation within service management systems.
• Monitor open work orders to ensure timely completion, accuracy, and proper documentation.
• Provide general administrative support to the Service Leader and service team to improve overall department efficiency.

Financial & Invoicing Responsibilities

• Process completed work orders and generate accurate customer invoices.
• Support timely billing by tracking service-related accounts payable and accounts receivable.
• Reconcile service charges, labor, travel expenses, and materials prior to invoicing.
• Assist with warranty claims, credits, and manufacturer communications as needed.

Travel, Logistics & Inventory

• Book and manage technician travel arrangements, including flights, hotels, and rental vehicles.
• Coordinate logistics to ensure technicians have required tools, materials, and documentation before job execution.
• Manage inventory needs and coordinate material procurement for active service projects.

Coordination & Cross-Training

• Serve as backup support to the Service Coordinator as needed.
• Remain cross-trained on service coordination and warranty processes to ensure team coverage.
• Assist with warranty administration, returns, and claims processing when required.

Customer Support & Process Improvement

• Conduct post-job customer follow-ups to confirm satisfaction and address concerns.
• Support process improvement initiatives related to scheduling, invoicing, and service workflows.
• Perform additional administrative and support duties as assigned.

Experience and Requirements:

• High school diploma or equivalent required; Associate’s degree preferred.
• Minimum of 3 years of experience in general administration, customer service, scheduling, and/or resource management preferred.
• Some level of financial or accounting background, with experience supporting invoicing, billing, expense reconciliation, or accounts payable/receivable.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
• Strong written and verbal communication skills, with the ability to interact professionally with customers, technicians, and internal stakeholders.
• Exceptional organizational skills and a high level of attention to detail.
• Ability to manage multiple priorities independently in a fast‑paced, service-oriented environment.
• Flexible and adaptable, with the willingness to provide backup support across coordination and warranty functions.
• Strong interpersonal skills and the ability to collaborate effectively across cross-functional teams.

Physical Demands/Work Environment:
Work is completed on a laptop in an office environment with prolonged periods of sitting.

Benefits:
We offer a competitive and comprehensive benefits package, including:

• Health & Wellness – Medical, dental, vision, and life insurance coverage to support your well-being.
• Financial Security – 401(k) retirement plan with company match and short/long-term disability coverage.
• Work-Life Balance – Paid time off (PTO), paid holidays, and an employee assistance program (EAP).
• Professional Development – Ongoing training opportunities and support for continuing education.

AIR Control Concepts is an Equal Opportunity Employer.