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O&M Administrator

Viroqua, WI • On-site

Ethos Green Power Cooperative
See more jobs at Ethos Green Power Cooperativeexternal

$24.81/hr

Full-time

Posted 16 days ago

Key responsibilities

  • Manage and triage incoming service requests, create and monitor service projects, and ensure accurate and updated customer details.

  • Serve as the primary point of contact for customers, communicate proactively, and provide follow-up after service completion.

  • Perform remote troubleshooting, resolve common system issues, and coordinate warranty claims and part shipments.

Job description


This job description can also be viewed here.
Position: Service Administrator
Hours: Full-Time, Hourly
Pay: Level 2 Position in the EGPC Wage Matrix
Location: In-person at Viroqua, WI
Reports to: Customer Experience Integrator
Position Summary
The Service Administrator supports the Service Department by managing the entire service pipeline-from initial intake and triage to ticket tracking, project stewardship, warranty coordination, and documentation to uphold Ethos Green Power Cooperative's reputation for exceptional service and care.
This role ensures a smooth flow of service work, accurate information sharing, and timely communication with customers and internal teams.
The Service Administrator acts as the first responder for customer inquiries, the dispatcher for field service, and the liaison between departments, maintaining a high level of communication, administrative precision, technical proficiency, and customer empathy.
Accountabilities
Service Pipeline Management
  • Manage and triage incoming service requests using Zoho Desk.
  • Determine appropriate response path (remote troubleshooting vs. on-site service).
  • Create, assign, and monitor service projects in Zoho CRM & Projects, ensuring all customer details and service items are accurate and updated.
  • Maintain awareness and prioritization of all open service tickets, warranty cases, service projects, and pending follow-up actions.
Customer Communication & Relationship Management
  • Serve as the primary point of contact for all service customers.
  • Ensure communication is clear, kind, and proactive throughout each service case.
  • Aid withPV & Battery Commissioning alongside Project Managers and O&M Lead/Service Tech as needed, with the intention of removing this task/setting clear workload boundaries going forward.
  • Educate customers on system issues including monitoring, production, warranties, and resolution of next steps in plain, accessible language.
  • Create and present work orders with accurate cost estimates for parts and labor.
  • Provide follow-up summaries after service completion to ensure satisfaction and closure.
  • Submit and track expenses, service labor, and billing in coordination with Admin & O&M Lead/Service Tech.
Remote Troubleshooting & Resolution
  • Perform preliminary diagnostics via monitoring portals or customer interviews.
  • Resolve common system issues remotely (e.g., monitoring connectivity, Wi-Fi updates, app setup).
  • Record all troubleshooting steps and resolutions in Zoho Desk.
Warranty & RMA Coordination
  • Submit and track warranty claims with manufacturers in coordination with Admin & O&M Lead/Service Tech.
  • Monitor part shipments and communicate expected timelines to customers.
  • Ensure warranty and RMA documentation is properly filed in Drive and Desk.
Field Service Support
  • Plan and design in coordination with O&M Lead/Service Tech solutions to site issues
  • Collaborate with O&M Lead/Service Tech to prepare for site visits and ensure all materials and data are available.
  • Schedule service calls efficiently and minimize downtime between ticket creation and dispatch.
  • Review Site data in coordination with O&M Lead/Service Tech
  • Confirm completion of work orders, documentation, and billing.
Documentation & Recordkeeping
  • Maintain comprehensive and organized records for all service tickets, client interactions, scheduled service appointments, and field notes.
  • Ensure consistency in file naming and folder management within Drive and CRM systems.
  • Upload all photos, inspection reports, and relevant communications promptly.
Preventive Maintenance & Monitoring
  • Track monitoring alerts and coordinate proactive maintenance visits.
  • Log recurring issues and collaborate with the O&M Lead and PMs to identify systemic patterns.
  • Ensure ongoing monitoring access for clients and internal visibility of performance data.
Process Improvement
  • Observe inefficiencies and propose improvements to workflows, templates, and communication pathways.
  • Collaborate with the Project Management Coordinator, Customer Experience Integrator and other stakeholders to enhance Service Department procedures.
  • Participate in quarterly reviews of service processes and tools.
  • Generate and maintain a Service issue and resolution database to help expedite future, similar Service issues.
Cross-Department Coordination
  • Communicate and collaborate with Sales, PMs, and Admin when service intersects with project work, new installations, or system adoptions.
  • Identify and route upsell opportunities to Sales (e.g., critter guard, battery additions, or system expansions).
  • Maintain professionalism and clarity across all departmental communications.
Safety & Compliance
  • Understand and adhere to Ethos Safety Policy and prudent safety practices.
  • Ensure all service processes and communications comply with Ethos internal policies and applicable laws.
Other Responsibilities
  • Maintain good relationships with customers, vendors, utilities, and team members at all times.
  • Offer assistance to other departments when available and actively pursue knowledge of Ethos operations.
  • Perform other duties as assigned by the Electrical Coordinator or Operations Director.

Performance Standards
  • Responsiveness: Acknowledge all customer inquiries within one business day.
  • Accuracy: Ensure all tickets, notes, and system records are accurate, visible and complete.
  • Documentation: 100% of service tickets closed with complete documentation.
  • Collaboration: Maintain consistent communication with O&M Lead, Admin, and PMs.
  • Customer Satisfaction: Maintain an average customer rating of 4.5/5 or higher.
  • Timeliness: Ensure warranty and RMA resolution within 10 business days whenever possible.

Qualifications / Competencies
  • Alignment with Ethos Green Power Cooperative's Mission and Core Values
  • Strong organizational and communication skills
  • Proven time management and prioritization ability
  • Technical aptitude and willingness to learn solar and electrification systems
  • Experience using

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