AMS Service Associate (Data Center)

Position Summary:

The AMS Service Associate (Data Center) is responsible for the administrative execution, financial closeout, and documentation tracking of field service activities across all G&W Electric customer data center accounts. Working in close partnership with the AMS Field Service Coordinators (Data Center), this role acts as the primary "post-trip" operator, ensuring that once a job is scheduled or dispatched, all system logs, third-party vendor tracking, invoicing inputs, quality follow-ups, and portal requirements are systematically completed and closed out.

Responsibilities:

• Monitor and document active, real-time site check-ins and check-outs of third-party technicians to keep dispatch logs and job timers up to date.
• Regularly review customer Quality portals for issues identified by customer Quality teams during on-site activities. Track each issue to resolution and update the applicable business portal with timely status comments, actions taken, ownership, and resolution details.
• Actively track and pursue the completion of field service tasks, enforcing the collection of required field service reports, site signoffs, and closeout documentation from third-party providers.
• Maintain compliance within customer portals by completing required administrative closeout activities, including uploading final service documentation and closing completed dispatch cases.
• Partner with the appropriate internal Field Service Coordinator when utilizing G&W Electric Field Service Technicians or company-owned equipment for Data Center service activities.
• Track and follow up on actions assigned to Quality, Engineering, Production, or other internal teams, ensuring status, actions, and final resolution are accurately documented in Salesforce.
• Maintain accurate and complete service case files and operational status updates within Salesforce.
• Assist the AMS Services Manager by providing weekly and monthly data reports on outstanding invoices and open cases.
• Manage the administration of return materials (RMAs) and the shipment tracking of equipment or parts required for data center customers.
• Act as the central point of contact for third-party service provider billing departments to resolve invoice discrepancies, missing documentation, or labor hour validation issues.
• Identify and document Zero Hour Failures (ZHFs) from incoming third-party field reports, ensuring they are immediately logged in Salesforce, reported to the appropriate teams, and flagged to the AMS Field Service Coordinator (Data Center) for urgent technical escalation.
• Coordinate directly with logistics and track high-priority parts shipments, ensuring on-site technicians have complete visibility of component arrival windows.
• Work with AMS Field Service Coordinators (Data Center) to generate and process final customer invoices for billable services.
• Work with the Manager, AMS Services, to review and disposition invoices from third-party services.