Service Assistant - Mechanical Services

Company Description:

For over 80 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Specialties:

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:

• Process Control & Safety Systems
• Control Valves & Regulators
• Isolation Valves & Actuation
• Oil & Gas Automation
• Reliability Solutions & Services
• Pressure Management
• Specialty Pumps & Rotating Equipment
• Instrumentation
• Maintenance & Repair Services

Duties and Responsibilities:

• Assist the Service Sales Team with order entry, service order management, invoicing activities, and associated customer documentation requirements while ensuring accuracy and compliance with customer and company requirements.
• Create, maintain, and update electronic job files and supporting documentation throughout the service order lifecycle.
• Ensure timely creation of electronic files and delivery of job documentation to appropriate internal departments.
• Review service requests, repair reports, test reports, pricing information, and related documentation for accuracy and completeness.
• With direction from the Service Sales Team, enter and process change orders, updates, and revisions as required.
• Prepare, review, and process invoices in accordance with customer requirements, purchase orders, company procedures, and contractual agreements.
• Verify pricing, labor, material, freight, taxes, outside services, and other billable charges as required.
• Update Serial Cards as required.
• Process invoice corrections, adjustments, credits, rebills, and other transaction updates as necessary.
• Provide assistance with accounts receivable collection activities and customer invoice inquiries as required.
• Respond to customer and internal requests regarding order status, documentation, pricing, invoicing, and related administrative activities in a timely manner.
• Research and resolve discrepancies related to service orders, pricing, invoicing, customer documentation, and billing requirements.
• Responsible for portal order confirmations, SES and/or ship confirmations as required through customer systems such as Ariba, GEP, iSupplier, and other customer-required platforms.
• Maintain customer-specific documentation requirements, including customer portals, electronic submission systems, spreadsheets, proof of delivery, packing documentation, and other customer-required records; adapt to changing customer systems, processes, and documentation requirements as business needs evolve.
• Create and maintain reports, spreadsheets, and other documents using Microsoft Office and company systems.
• Perform any other duties required to support order entry, invoicing, customer documentation, and departmental objectives.
• Cross-train and provide backup support for departmental administrative functions as required.
• Responsible for providing suggestions to improve work processes, reduce errors, increase efficiency, improve profitability, and enhance customer satisfaction.

QUALIFICATIONS:

Education/Knowledge:

• Associate degree in Business Administration, Accounting, Finance, Supply Chain, or a related field required. Bachelor’s degree preferred.
• Understanding of basic accounting principles, purchase orders, pricing structures, and business documentation preferred.
• Experience working with ERP/business systems and customer information databases preferred.

Experience/Skills:

• 2+ years of administrative experience, customer service, order management, invoicing, or related business support experience.
• Strong knowledge of Microsoft Office applications, particularly Excel, as well as ERP/business systems and other job-related software applications
• Strong written and verbal communication skills with the ability to interact professionally with customers, vendors, and internal stakeholders.
• Strong customer service skills including the ability to build rapport, establish trust, and effectively resolve routine issues and inquiries.
• Demonstrated attention to detail and commitment to accuracy when processing orders, reviewing documentation, and preparing invoices.
• Ability to prioritize multiple tasks, manage competing deadlines, and adapt to changing business needs in a fast-paced environment.
• Strong problem-solving skills with the ability to identify discrepancies, research information, and coordinate resolution with appropriate parties.

COMPETENCIES:

• Strong analytical and mathematical skills – accurately applies calculations, pricing logic, and cost analysis to develop repair pricing and invoices; verifies numerical accuracy and identifies discrepancies.
• Technical aptitude – demonstrates the ability to understand repair scopes, technical documentation, parts lists, and service reports to ensure pricing and invoicing accurately reflect work performed.
• Intermediate Excel and data management skills – uses spreadsheets, formulas, and lookup tools to review data, verify pricing and invoicing accuracy, track repair activity, and support routine reporting.
• Pricing and cost awareness – understands labor rates, material costs, and contract or customer pricing agreements; applies pricing guidelines consistently and flags variances or exceptions.
• Attention to financial accuracy and compliance – ensures invoices are complete, accurate, and compliant with internal procedures, customer requirements, and audit standards.
• Organization and prioritization – effectively manages multiple transactions, customer requests, and deadlines simultaneously while maintaining accuracy and attention to detail in a fast-paced environment.
• Systems proficiency – effectively navigates ERP, billing, and pricing systems; quickly learns new tools and adapts to system or process changes.
• Problem solving and decision-making – identifies issues, researches and evaluates options, and implements appropriate solutions. Recognizes when assistance or escalation is needed to ensure timely resolution.
• Communication and collaboration – clearly communicates pricing questions, discrepancies, or clarifications with technicians, operations, sales, and customers to resolve issues efficiently.
• Customer focus and interpersonal effectiveness - builds and maintains positive working relationships with internal and external customers. Responds professionally to inquiries, communicates clearly and effectively, and works collaboratively to meet customer needs and support a positive customer experience.