Job Description

JOB TITLE: Senior Operations Specialist

BUSINESS UNIT and/or DEPARTMENT: Service

SALARY GRADE: 11 Overtime Eligibility: Non-Exempt

REPORTING RELATIONSHIPS

Reports To: Reports to Manager – Service Operations or Manager – Office Operations

Direct Reports: n/a

The Senior Operations Specialist provides operational and administrative support by coordinating a wide range of office and business functions critical to daily operations. This role serves as a generalist resource, supporting activities which may include; assisting in the processing of payroll, service and project billing, credit and collections, issuing purchase orders, setting up jobs in the ERP system, dispatching technicians, warranty work order administration, or other operational support tasks.

ESSENTIAL RESPONSIBILITIES:

• Potentially serves as a team lead and/or primary point of contact for escalated operational issues, partnering with the Service or Service Operations Manager, Construction Manager, and upper management to resolve complex customer and operational issues.
• May assist with processing of payroll information, including timecard review, data entry, and submission support for field and office employees.
• Communicates with customers, technicians, coworkers, and supervisors to open or close out work orders, provide updates, and to address questions, problems, or service requests.
• May prepare and manage daily work and run schedules for technicians under the guidance of the Service Manager or by a team lead.
• Prepare and manage daily work and run schedules; monitor technician locations and utilization to coordinate service.
• Potentially creates and issues purchase orders for materials, equipment, subcontractors, and office needs while maintaining proper documentation in ERP system. Tracks customers purchase orders, and resolves related issues.
• May confirm time, verify materials, and submit work orders to billing team.
• Likely administers warranty work orders, including tracking warranty claims and parts, coordinating with vendors and manufacturers, and ensuring all documentation is complete and thorough within specified criteria and meets timeframe requirements.
• May process billing for service department and/or project team and support month-end close activities by providing operational
• May support credit and collection activities by monitoring balances, contacting customers regarding past due invoices, and coordinating payment resolutions.
• May coordinate tools and inventory needed to complete service orders.
• Perform administrative duties, including returning parts for credit and labeling incoming equipment or parts for service and construction departments.
• Other duties as assigned.

MINIMUM AND/OR PREFERRED QUALIFICATIONS:

EDUCATION:

• High School Diploma (or GED or High School Equivalence Certificate)

EXPERIENCE:

• 2 - 4 years of operations support or operations administration. 

CERTIFICATES, LICENSES, REGISTRATIONS

• None

SKILL REQUIREMENTS:

• Strong organizational skills and attention to detail
• Solid communication skills, both verbally and written

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT:

This job operates in a professional office environment. Must be able to sit and/or stand for extended periods of time.

REASONABLE ACCOMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.