Service Administrative Assistant

Position Summary & Nature of Work:

The Service Administrative Assistant provides critical administrative, financial, and customer-support functions for the Service Department of a commercial mechanical contracting company. This role supports preventive maintenance (PM) contract management, customer retention initiatives, technician support, marketing coordination, and service operations. The position requires strong organizational skills, attention to detail, and the ability to manage recurring monthly, seasonal, and annual tasks that directly support service revenue and customer satisfaction.

Essential Job Functions:

Preventive Maintenance (PM) Contract Support

• Assist with annual PM contract renewals by preparing detailed renewal analysis and pricing
  
  
  
  • Pull renewal reports including cost vs. billed analysis, pull-through performance, and prior-year profitability
  
  
  • Gather updated material pricing for contract-related materials
  
  
  • Calculate updated contract pricing in accordance with required company margins
  
  
  • Provide completed renewal information to PM Sales for in-person presentations or email distribution
  
  
  
  


• Enter new and renewed PM contracts into the service management system, including:
  
  
  
  • Contract pricing and scope details
  
  
  • Equipment updates and changes
  
  
  • Notes, terms, and customer-specific requirements
  
  
  • Follow-up with customers on outstanding renewals
  
  
  
  

Equipment & Technician Support

• Create and manage equipment tags based on customer equipment lists


• Distribute equipment tags to technicians and assist with tagging equipment in the field as needed


• Support rollout and standardization of equipment tagging across the service department

Contract & Pricing Administration

• Update unit price service contracts for key institutional customers (e.g., healthcare, education, municipal clients)


• Maintain and update service rate sheets annually in the service management system

Customer Experience & Retention

• Create and coordinate “Welcome to the Family” gift baskets for new service customers


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  • Order materials and assemble baskets for delivery by PM Sales
  
  
  
  


• Send and manage customer satisfaction surveys:
  
  
  
  • Distribute surveys during annual renewal periods
  
  
  • Conduct follow-up phone calls with customers after service visits
  
  
  
  


• Assist in planning and booking customer-facing service department events, including:
  
  
  
  • Customer lunches
  
  
  • Lunch-and-learns
  
  
  • Equipment demonstrations
  
  
  
  

Training & Workforce Support

• Coordinate technician training logistics, including:
  
  
  
  • Booking travel and accommodations
  
  
  • Completing paperwork for union training reimbursement
  
  
  
  

Marketing & Service Department Support

• Assist with service department marketing initiatives, including:
  
  
  
  • Ordering customer promotional items and branded swag
  
  
  • Updating and ordering service flyers and marketing materials
  
  
  • Gathering photos and information for social media and website updates
  
  
  
  

Invoicing & Financial Administration

• Process invoicing for completed preventive maintenance work orders


• Ensure PM work orders are invoiced accurately and in a timely manner

Quoting & Miscellaneous Support

• Assist with preparing quick service and PM-related quotes as needed


• Provide general administrative support to the Service Department and PM Sales team

Work Environment

This job operates in a professional office environment and routinely uses standard office equipment. This job requires tagging equipment located in mechanical rooms, on roofs or in indoor and outdoor environments that may require climbing ladders.

Travel

Local travel to various jobsites or customers is required occasionally (10-15%) of the time. Travel to satellite offices (Lincoln or Kansas City) and seminars or meetings are required rarely (5% or less).

Required Education and Experience

• High School diploma or GED required


• A minimum of 2 years of experience in an administrative role; mechanical contracting, construction, or service industry preferred