Service Administrator

COMPANY OVERVIEW
At  Master Technology Group, Inc. (MTG), a team of talented individuals are shaping the future of technology integration. We have created a community of great people who show an uncommon level of care for our clients, colleagues, and community. We’re looking for excited and motivated individuals who are as excited to build this organization as we are. Isn’t it time you were a part of something great?

JOB SUMMARY
MTG specializes in the design, installation, and service of commercial property technologies locally and nationally.

The Service Administrator will be responsible for aiding in the growth and performance of the inspection and monitoring business. This will include the administration of monitoring accounts, inspections, and service level agreements (SLAs) for the Local Service team.

Strong communication and administrative skills, as well as organizational and multi-tasking capabilities, are essential.  Experience with monitoring services and scheduling coordination is preferred.

The Service Administrator must provide consistent, excellent customer service to both internal staff and external clients.

This position will report to the Manager of Local Service and has no supervisory responsibilities.

KEY DUTIES AND RESPONSIBILITIES

Monitoring and Subscription-Based Systems

• Maintain an accurate list of all active monitoring and subscription-based accounts
• Drive revenue and profitability on the monitoring and subscription services
• Manage account numbers assigned to MTG from the central station
• Review incoming invoicing from monitoring company and subscription services
• Prepare billing information for monitoring accounts and subscription services in an accurate and timely manner
• Maintain all applicable monitored account data in the Central Station portal and company ERP system
• Administer forms, documents, and contracts associated with monitoring sales, installation, activation/deactivation, and renewal process
• Track all monitoring forms to ensure they are completed and returned
• Keep monitoring records and documentation well-organized and accessible

Fire Alarm and Security Inspections

• Maintain an accurate list of all inspection accounts
• Drive revenue and profitability of inspections and Service agreements  
• Create inspection revenue growth by connecting with new MTG project locations and following  inspection leads
• Track all project final inspections for MTG-installed systems
• Track all reoccurring fire alarm and security inspection dates
• Coordinate inspections with the client and MTG’s Scheduling Coordinator
• Open jobs in MTG’s ERP system for each recurring inspection
• Engage the Service Coordinators to address any deficiencies found during inspections
• Provide administration support to any team member using MTG’s inspection software
• Ensure field staff complete necessary records in MTG’s inspection software
• Verify accuracy in MTG’s inspection software and send the inspection report deliverable to the client and appropriate parties upon completion
• Maintain UL fire records
• Participate in the annual UL Audit
• Maintain customer compliance by submitting reports to The Compliance Engine by Brycer and Life Safety Inspection Vault (LIV)
• Prepare accurate billing information for each recurring inspection job
• Other related duties as required or assigned

Service Level Agreements (Service )

• Maintain an accurate list of all Service accounts
• Administer the contracts associated with the Service sales and renewal process
• Coordinate Service routine visits
• Perform Service billing

General

• Understand and follow the local service processes necessary to fill in for the Service Coordinators when necessary
• Develop and maintain strong professional relationships with our clients, vendors, partners, and fellow employees
• Effective client communication via phone and email
• Develop and maintain an understanding of the Fire Alarm Inspection work the field staff performs and the amount of time it takes to complete
• Create and maintain standard operating procedures (SOPs) for all job-related tasks
• Other related duties as required or assigned

QUALIFICATIONS

• High school graduate or equivalent (minimum)  
• Proven ability to multi-task in a fast-paced environment
• Strong time management and organizational skills
• Strong problem-solving decision-making abilities
• Computer proficiency in a Windows environment using MS Office (Outlook, Excel, Word) and ability to learn and use service management software
• Strong written and verbal communication skills
• Exceptional interpersonal skills and demonstrated ability to work in a team environment

PERFORMANCE MEASUREMENTS

• Understanding of the key duties and responsibilities of the position
• Desire and effort to perform the role in its entirety
• Competence and capacity to perform the key duties and responsibilities of the position effectively
• Ability to meet expected levels of quality, accuracy, and professionalism
• Ability to complete assigned tasks in a timely manner and meet project deadlines
• Ability to be a valuable member of a project team and willingness to maintain a “whatever it takes” attitude
• Quality and effectiveness of:
  • Analyzing facts, problem-solving, decision-making, and demonstrating good judgment
  • Written communications such as emails, letters, reports, etc.
• Ability to work in a team environment and maintain effective working relationships with fellow employees
• Reliability (attendance, punctuality, meeting deadlines, etc.)
• Alignment with and demonstration of MTG’s Core Values:
  • People First: Exceed customer expectations of responsiveness, performance, communication and customer service
  • Above and Beyond: Consistently doing more than what is reasonably expected with a “whatever it takes” attitude
  • Sense of Urgency:  Prioritizing tasks and maintaining focus to achieve results by responding to questions and requests in a timely manner
  • Team Player:  Maintaining a positive attitude and treating others in a respectful and supportive manner. Willingness to share knowledge and best trade practices with fellow employees
  • Do the Right Thing: Always acting with honesty and integrity to inspire the trust of others

Master Technology Group is proud to be an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Salary : $55,000 - $65,000