Service Operations Administrator

Location: Eastvale

Pay Rate: $23.00 - $24.00 Per Hour

Position Overview

The Service Operations Administrator serves as the operational backbone of a fast-paced, 24/7 field service organization. This role is responsible for coordinating the administrative and logistical functions that ensure uninterrupted service delivery - including work order management, technician dispatch support, SLA tracking, parts coordination, and escalation support across multiple time zones and shifts.

This is not a traditional 9-to-5 administrative role. The Service Operations Administrator operates in an environment where customer equipment downtime carries significant impact, service-level agreements (SLAs) are continuously monitored, and the ability to remain organized and decisive under pressure is critical. The ideal candidate demonstrates a strong sense of urgency, exceptional attention to detail, and the flexibility to support operations outside standard business hours as required.

This position sits at the center of the service delivery ecosystem, interfacing daily with field technicians, dispatch teams, parts and logistics groups, customers, and service leadership to ensure all operational activities are coordinated, documented, and progressing as planned.

Schedule & Work Environment

• Operates within a 24/7 service environment
• Must be open to evenings, weekends, and holidays
• Shifts may include (but are not limited to):
  • 11:00 AM - 8:00 PM
  • 2:00 PM - 11:00 PM
• Mandarin/Chinese language proficiency is a plus, but not required

Key Responsibilities

Work Order & Dispatch Coordination

• Create, manage, and close work orders in the Field Service Management (FSM) system accurately and within required timeframes across all service request types
• Support dispatcher teams by ensuring technician assignments, scheduling updates, and job status changes are reflected in the system in real time
• Monitor open work orders for aging, SLA risk, and incomplete documentation; escalate anomalies promptly to dispatch or service leadership
• Ensure all required work order fields are complete prior to closure, including labor time, parts usage, failure codes, and customer authorization
• Assist with after-hours work order creation and system updates when on-call or supporting extended shift coverage

SLA Tracking & Escalation Support

• Maintain real-time visibility into open service calls and proactively flag cases approaching SLA thresholds
• Initiate, track, and document escalation workflows for priority accounts, life-safety equipment, and contractually elevated response commitments
• Compile and distribute SLA status reports at defined intervals, including shift handoff summaries
• Track repeat service calls, unresolved issues, and customer escalations, ensuring accountability and follow-through to resolution
• Support post-incident and SLA miss documentation by capturing timelines, root causes, and corrective actions

Administrative Operations & Documentation

• Maintain organized, audit-ready records for work orders, service contracts, technician certifications, parts transactions, and customer communications
• Process service reports, field completion documentation, and customer-facing summaries accurately and within required turnaround times
• Manage shared service operations inboxes, ensuring incoming requests are triaged, acknowledged, and routed appropriately
• Support billing and invoicing processes by ensuring service records are complete, approved, and submitted on time
• Maintain and update standard operating procedures (SOPs), contact directories, escalation paths, and shift handoff templates

Parts & Logistics Coordination Support

• Coordinate with parts and procurement teams to confirm order status for parts tied to open service calls, flagging delays that may impact SLA compliance
• Track inbound parts shipments and proactively communicate estimated arrival times to dispatchers and field technicians
• Process parts requests, returns, and transfer orders in the system, ensuring accurate reconciliation of records
• Support Field Stocking Location (FSL) administrative activities, including inventory transaction logging and discrepancy reporting

Shift Operations & Handoff Management

• Maintain a structured and disciplined shift handoff process to ensure continuity of service operations across shifts and time zones
• Document and communicate the status of open work orders, escalations, SLA risks, parts delays, and unresolved issues during shift transitions
• Ensure incoming shifts have clear visibility into priorities, ownership, and next actions required
• Act as a point of stability during high-volume periods, outages, or critical incidents by maintaining organization, documentation, and communication flow

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.