Service Administrator

Service Administrator

Location & Employment Details

Location:Fully remote. Latin America strongly preferred for this role.

Employment Type:Full-time, independent contractor (via EOR/contractor-of-record such as Deel)

Working Hours:Real-time overlap with U.S. Eastern business hours required. Company operates 8:00 AM – 4:30 PM ET; this role includes live phone calls with U.S. field technicians during the workday, so consistent daytime availability is essential.

Reports To:Service department lead

About the Company

We are a U.S.-based, family-owned industrial cleaning equipment distributor with more than 50 years in the market, serving business and municipal customers across the Mid-Atlantic and Midwest. We sell, rent, and service a full line of floor scrubbers, floor sweepers, street sweepers, industrial vacuums, and utility vehicles, and we back that equipment with aftermarket parts, on-site and in-shop service, rentals, and facility supplies. Our service department — field technicians, repairs, and preventative maintenance — is a core part of the business, and the accuracy of what we bill for that work directly protects our margin.

About the Role

This role exists to protect the accuracy of our service billing and payroll. Our field technicians report the hours they work, the tasks they complete, and the parts they use — and that information drives both what we bill customers and what we pay our team. When those numbers don't line up with GPS-tracked time, submitted payroll, or the final invoice, it costs us money and creates billing errors we can't afford.

The Service Administrator owns that accuracy. You will run job completion calls with technicians to confirm what actually happened on each job, reconcile the labor and time data across systems, resolve the discrepancies you find, and prepare accurate service quotes and estimates. This is a detail-driven, numbers-oriented administrative role — not a scheduling or dispatch role — and it takes this critical work off our service advisors' plates so they can focus on customers and equipment.

Key Responsibilities

Job Review & Validation
* Conduct job completion calls with technicians to validate labor hours worked, work performed, and parts and materials used.
* Confirm any customer concerns or outstanding issues from the job.
* Verify billing accuracy before jobs move forward for invoicing.
Labor & Payroll Reconciliation
* Compare and reconcile GPS-tracked time, payroll hours submitted, and labor hours billed to customers.
* Identify discrepancies and work with technicians and management to resolve them.
* Support payroll and billing accuracy across the service department.
Quote & Estimate Administration
* Create and prepare service quotes and estimates.
* Ensure pricing, labor, and materials are accurately reflected on every quote.
Documentation & Reporting
* Keep clean, well-documented records of validations, reconciliations, and resolved discrepancies.
* Surface recurring issues or patterns to management so they can be addressed at the source.

Required Qualifications
* Experience in a service administration, billing, invoicing, payroll support, or reconciliation/audit-oriented role.
* Strong verbal English — this role runs live phone calls with U.S. field technicians and must handle them clearly and diplomatically.
* Comfort working with numbers, timesheets, and reconciling data across multiple systems.
* Sharp attention to detail and the confidence to identify and chase down discrepancies.
* Comfort learning and working in quoting and service software.
* Available and responsive during U.S. Eastern business hours (8:00 AM – 4:30 PM ET).

Preferred Qualifications
* Background in field service, equipment service, trades, construction, or facilities environments where labor, GPS, and billing reconciliation are common.
* Exposure to payroll or labor-hour billing processes.
* Experience preparing service quotes or estimates.
* U.S. education or prior work with U.S. companies (common and valued in this candidate pool).

Ideal Candidate Profile

You are:
* Confident on the phone and comfortable asking technicians clarifying questions about their hours and work.
* Numbers-oriented — you catch the discrepancy other people miss.
* Thorough and organized, with a strong instinct for accuracy.
* Diplomatic — validating someone's reported hours takes tact, and you handle it professionally.
* Dependable during business hours and reliable as a remote extension of the team.