• You will lead continuous improvement initiatives in the field work order management, tracking process and assist our Technicians in reviewing and closing out work orders for billing. • This role will play a large part in keeping things moving and resolving problems. • The Role will manage the process, eliminate bottlenecks and support the day to day field operations as it relates to work order management.
Roles and Responsibilities: • Support field staff / FSS’s with work order management: • Follow up and assist with part requests • Review and collaborate with technicians on work order closures • Validate entries and collaborate with billing team upon completion
SPOT Turnover and Setup: • Verifies customer information in SMS/SAP • Validates data accuracy prior to closure • Ensures proper documentation is received, billing processes are followed • Informs field of work order information, verifies schedule for delivery, communicates schedule to customer
SPOT Delivery: • Ensures 100% completion of work in the field with field staff • Finalizes work order to include all costs, work description, etc. are in. • Completes work order in FX (w/input from field team) • Verifies the work order is closed and exported in SMS
SPOT Billing: • Ensures work order is flagged for export to billing team • Monitors billing reports and unbilled TM (w/ FSs/TECH) to ensure it processes and bills • Corrects errors / answers billing questions if billing hung up • Verifies it moves to TM billed report and invoice amount is correct. • Sends invoices to customer as needed. • Follows up with customer (when needed) to ensure paperwork/invoice received. • Checks on satisfaction of job as needed. • Ensures cash collection and follows up on disputes as needed.
Other items that need to occur – best in class observations: • Support our FSS leaders to minimize their involvement in the back-office process, redirect that time saved into customer and driving more opportunities
YOU MUST HAVE • High School Diploma • 2+ years experience with estimating/sales support
WE VALUE • Previous industry experience • Previous technical/installation experience • Previous customer service experience • Good written and oral communication • Ability to multitask in a fast paced environment • Strong Organizational skills • Ability to follow instructions and identify mistakes |