Service Trade Administrator

Position Summary

The Service Trade Administrator is a detail-oriented communicator and forward-thinking individual that will be the primary point of contact for all system, process, and training components of the newly onboarded service software. This individual will assist the SVP Operations and Director of Service with the testing, implementation, and administrative management of the book of work running through the software and platform.

Job Responsibilities include but are not limited to:

• Main point of contact for product implementation roadmap
• Manage user permissions and access levels
• Access and manage configurations in a company's Service Trade account
• Create custom company reports
• Submit requests to Service Trade Customer Support, Customer Success, and Sales on behalf of the SVP Operations, Director of Service, and AFP Steering Committee
• Stay up to date with the product and regularly meets with Service Trade at various levels
• Contribution to the deployment:
  1. Serve as the main point of contact for training questions from internal employees for the pilot phase as well as the main contact for department admins throughout the run phase
  2. Define and follows-up KPIs and means (surveys, interviews, etc.) to measure success of Service Trade deployment
  3. Create and maintain training documentation, workflows, and/or reference material as needed to help define processes or job roles related to Service Trade platform
  4. Perform ad-hoc demonstrations and training to management, administrators, and other users on the platform as necessary
  5. Conduct periodic training sessions, lessons learned, best practice sharing, or round table discussions with department administrators on Service Trade
  6. Assist as the liaison from users to the IT team as it relates to the Service Trade software and/or mobile application hardware interface
  7. Assist SVP Operations, Director of Service, and AFP Steering Committee as appropriate with the integration of Service Trade to SAGE Intacct and other software packages.
• In-tool configuration & advisory:
  1. Work together with department admins to collect needs and define new functionalities which must be set up
  2. Manage, configure, and/or modify the core model based on outcome of workshops (e.g., field sets, templates, use of each tool, permission templates, etc.)
  3. Formulate recommendations on changes to core model, solicit approval, and then implement and/or train team members
  4. Provide guidance on integrated projects
• Assist SVP Operations, Director of Service, the AFP Steering Committee, and Corporate Services Manager in creating Service Trade standardization. This includes but is not limited to:
  1. Create/Manage safety workflows
  2. Create & manage templates for all new jobs and proposals
  3. Standardization of timesheets and weekly timesheet entry
  4. Manage user access to Service Trade
  5. Provide and perform Service Trade training assistance as needed (training guides, training sessions, etc.). This includes, but not limited to, new user training and new procedure training when applicable
  6. Work alongside other departments within the company to assist with creation of operational processes as they pertain to Service Trade
• Serve as the Allied Fire Protection point of contact for Service Trade staff to facilitate software renewals, as well as maintain communication on new product launches. This role will also regularly evaluate new and existing Service Trade tools to determine what aligns best within our overall needs; then present and strategically implement any new processes or tools within Service Trade
  1. Provide operational oversight as well as look for opportunities where Service Trade can be more utilized or newly implemented
• Performing other duties as assigned by executive management, SVP of Operations or Director of Service

Knowledge and Work Experience:

• High School diploma or GED required
• Higher education degree or equivalent work experience preferred
• Proven track record on Service Trade administration, preferably with service-based company – alternatively, extensive experience of administration of a service-based platform would be desired
• Minimum of 5 years professional relevant experience; we are seeking familiarity with service processes (basic operations flow, quoting, dispatch, billing, purchase orders, etc.) as it relates to utilizing and leveraging the software to workflow
• Service experience (not necessarily on the jobsite, but directly in connection to the jobsite teams)
• Fire sprinkler and/or fire alarm experience or familiarity is preferred

Work Expectations:

• Believe In, Live, and Support Our Mission Statement and Core Values Daily

Mission Statement:

Continually setting the standard of excellence in fire and life safety

Values:

• Safety First
• Integrity
• Customer Focused
• Humility
• Ownership
• Teamwork
• Communicate effectively and professionally within the division and with internal and external customers
• Promote teamwork – maintain positive interactions within the department teams, local office, same department in other offices, accounting, etc.
• Ability to frequently travel to other offices for team member support, training, and coordination

Skills and Competencies:

• Team-oriented with a willingness to learn and assist other departments as needed
• Self-motivated with ability to work independently
• Excellent written and verbal communication skills
• Meticulous attention to detail with excellent organization skills
• Ability to follow verbal and written instructions
• Ability to effectively utilize computers and software including Microsoft Office Suite, Computer Ease, SAGE Intacct, and other software required by the Company
• Ability to work in a fast-paced service/construction team environment
• Ability to prioritize work to balance multiple projects and deadlines
• Self-motivated, ambitious, and interactive
• Demonstrate positive teamwork
• Bilingual in Spanish is a plus

Physical Requirements

• Office setting including sitting, some bending, walking, and viewing
• Jobsite setting including utilizing proper PPE, use of hands and fingers, handle, or feel objects, tools, or controls
• Stand, walk, climb, balance, stoop, kneel, crouch, or crawl
• Reach with hands and arms
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus