Service Operations Support Jobs in Massachusetts

Job Description:

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller will survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel  to see our customer’s applications or watch our Culture video at https://www.youtube.com/watch?v=1IC97HOKN-Y. Check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional videos.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

Summary:

As a vital member of the Americas Service organization, the Service Administrator provides comprehensive support to the field service team and Instron customers. This role balances vehicle fleet management, health and safety compliance, and general administrative functions to ensure efficient and safe operations.

Principal Duties & Responsibilities:

Fleet Management:

• Organize and maintain a fleet of 175 vehicles across the US and Canada using the Wheels Vehicle database and Shell/Wex sites.

• Insurance & Incident Handling: Manage vehicle insurance and process accident claims through the Fleet Response portal.

• Financial Oversight: Reconcile monthly leases, non-lease expenses and fuel expenses for Service/Sales Operations.

• Training: Instruct new Field Service and Sales Engineers on vehicle policies, safety compliance and processes.

Safety Compliance:    

• 3rd Party Compliance: Maintain compliance across various procurement and safety websites (e.g., ISNetworld®, Avetta®, etc.) including certificates of insurance and onsite hour logs.

• Safety Documentation: Assist with OSHA 300 logs, coordinate internal and external safety audits, and support prequalification forms and other customer safety documentation to ensure compliance with regulatory and client requirements.

• Hazard Management: Identify and monitor workplace hazards, recommending improvements to minimize risks for field employees.

• Incident Investigation: Support investigations into accidents or unsafe conditions and track follow-up on corrective actions.

• Resource & Liaison: Serve as a member of the Safety Committee and act as a technical resource for safety programs and initiatives.

General Administration:

• Operational Support: Perform daily administrative tasks, including office equipment maintenance, supply procurement, and leadership support.

• Inventory & Logistics: Order and distribute company clothing and field kits for Field Service Engineers as needed.

• Communication: Maintain Field Service maps and coordinate programs between internal teams and external vendors.

Knowledge, Skills and Abilities Required:

• Proficient in MS Office (Word, Excel, PowerPoint).

• Strong organizational and prioritization skills for handling independent requests.

• Excellent written and verbal communication skills.

• Ability to conduct root cause analysis and exercise sound discretionary judgment.

Educational / Experience Requirements

• Education: High School Diploma required; advanced education in a technical discipline or a Bachelor’s degree is preferred

• Experience: 3–5 years in an administrative support role, with 3–5 years of experience in a Manufacturing or Professional Services environment preferred

Compensation Information:

This position has a starting salary range of $33.00 to $36.00 per hour. Pay is determined by several factors, including a candidate’s experience, relevant skills, and qualifications.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.