Service Administrator

As a Service Administrator, your role is to enable efficient service execution and high customer satisfaction through accurate service administration, professional customer communication, and timely problem resolution. The role supports service job processing, parts and documentation management, and serves as a reliable point of contact for end users and distributors, while proactively engaging customers to understand their needs and identify service opportunities that sustainably support business growth and profitability.

Role Responsibilities

Service Administration & Internal Support

• Manage all aspects of service administration, including service orders, parts coordination, pricing, deliveries, backorders, warranty, credits, and invoicing
• Maintain accurate data in SAP, Excel, and other systems to support service operations and reporting
• Create and maintain equipment records and service work orders in SAP
• Open, update, and close work orders accurately and on time
• Support technicians with time entry and job reporting (including MAM2)
• Provide administrative support to Technical Support, including work order creation and closure
• Participate in weekly WIP meetings to monitor aging and open orders
• Ensure timely closure of warranty orders and accurate WOL updates
• Process invoices through AP and Esker in accordance with company guidelines
• Collect payments from cash sales customers
• Coordinate parts shipments to service job locations
• Maintain service documentation, work orders, and vendor records
• Monitor parts delivery, manage backorders, and escalate critical needs (e.g., MyQuest tickets)
• Support quote preparation and order entry, and proactively engage customers to schedule service work

Customer Service & Order Management

• Manage RMAs, claims, and customer support tickets from intake to resolution
• Resolve inquiries related to availability, pricing, lead times, deliveries, and backorders
• Track shipments and proactively communicate status updates to customers
• Recommend parts or service solutions to improve uptime and satisfaction
• Enter and maintain service contracts in the system
• Monitor SAP processing, resolve IDoc errors, and review daily reports to take corrective action

Coordination, Process & Business Support

• Collaborate cross-functionally with Customer Service, Technical Service, Field Service, and Service Management
• Support initiatives that drive business growth and operational efficiency
• Prepare operational and administrative information for management
• Maintain strong knowledge of parts, tools, equipment, and compressors
• Provide team coverage during absences and ensure compliance with company policies

Training & Development

• Complete required training programs
• Participate in product, business, and personal development initiatives
• Support the AC Competency Training program
• Continuously build system proficiency

General

• Perform additional duties to support service efficiency, customer satisfaction, and business objectives

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

A high school diploma or GED is required for this position.

Desired Skills:

• Minimum 4 years of experience in service, aftermarket, operations, or customer service role within an industrial, technical, or equipmentbased environment
• At least 2-3 years of handson experience in service administration or service coordination, including processing service orders, parts coordination, invoicing, or warranty support
• Demonstrated customer service experience in a B2B setting, including direct interaction with customers and distributors via phone and email
• Proven experience working with ERP systems (SAP preferred) and standard business tools such as Microsoft Excel, Outlook, and Office applications
• Experience supporting or coordinating with service technicians and technical teams, including work order management and time entry
• Basic practical understanding of industrial equipment, parts, or service operations (compressors, tools, generators, rental equipment, or similar preferred)
• Experience managing multiple priorities in a fastpaced service or operations environment while maintaining accuracy and attention to detail
• Customerfocused mindset with a serviceoriented approach
• Highly organized and detailoriented, with strong process discipline
• Demonstrates strong composure under pressure when responding to urgent service issues
• Clear and professional communicator, both written and verbal
• Proactive and solutionoriented, willing to take ownership of problems
• Teamoriented, able to work effectively across Customer Service, Technical Service, and Field Service teams
• Adaptable and flexible, comfortable balancing administrative and customerfacing responsibilities

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

This role offers a hybrid working arrangement, allowing you to split your time between working remotely one day and being on-site four days at our office in Rock Hill SC, United States (US).

Talent Acquisition Team: Betsy Elizabeth Griffith

Over 110 years of experience

Since 1901, CP has delivered reliability with a deep understanding of customer needs. We are a global manufacturer of high-performance power tools, air compressors, generators, light towers, and hydraulic equipment for professional and industrial applications. Our products are engineered for performance and lasting customer value. People. Passion. Performance. This is our promise.