Service and Project Admin (Japan)

Job description

The Service Admin provides day-to-day administrative and operational support for service delivery across the Japan market. This hands-on role is responsible for executing back-office processes, coordinating engineer schedules, ensuring accurate transaction entries in ERP/CRM, and maintaining clear communication with both internal stakeholders and customers. The Service Admin helps ensure SLA adherence and supports invoice and service documentation processes under the direction of the Service Admin Lead.

Key responsibilities Coordinate daily service schedules and assignments for Power and Thermal field engineers, including planned preventive, dispatch, and corrective works on customer site. Support Asia Service Administration (Manila) by preparing and submitting service transaction requests, follow-up on processing status, and ensuring timely data updates in ERP/CRM. Execute accurate and timely entry of service orders, work completion records, time sheets, and related transaction documents in the company systems.

Verify and prepare service paperwork for invoicing (e.g., work confirmation, time logs, service codes) and escalate discrepancies to Finance / Service Admin Lead (note: quotation preparation is not in scope). Act as the first point of contact for internal stakeholders (Sales, FSEs, Operations) for routine service admin queries; escalate complex issues to the Lead. Monitor invoice team’s regular invoices process and provide regular reports or alerts to the Service Admin Lead (e.g., missed, overdue actions).

Support continuous improvement by identifying recurring admin/process issues and suggesting practical fixes to the Service Admin Lead. Contribute to onboarding and basic training of new Service Admins or temporary admin staff when required. Qualifications & experience 2–4 years of relevant experience in service operations, field coordination, or back-office support (preferably within data centre, industrial services, or technical field services).

Hands-on experience with ERP and CRM systems (e.g., SAP, Oracle, MS Dynamics, Salesforce) — able to create/track service orders and update records. Good command of Japanese and English (both written and spoken). Strong MS Excel skills and basic comfort with reporting. Proven ability to work with client/service engineers and cross-functional teams in a fast-paced operational environment. High attention to detail, reliable ownership mentality, and good problem-solving skills.

Customer-service mindset and clear, professional communication skills. Desired (nice-to-have) Prior exposure to service billing/invoice preparation or experience liaising with Finance. Maintain audit-ready documentation and ensure compliance with internal policies and relevant regulations; support internal/external audits by providing requested records. Experience coordinating schedules/planning for technical teams (rotation, shift planning).

Familiarity with data center operations terminology (UPS, PDU, CRAH/CRAC, chiller) or technical field-service workflows.

Competencies and behaviors Execution oriented

completes tasks accurately and on time.

Team player

collaborates with local and regional teams and escalates proactively.

Organized and process-driven

follows checklists and maintains audit trails.

Customer focused

maintains professionalism and timeliness in external communications.

Adaptable

handles urgent out-of-hours requests or schedule changes. Performance indicators (examples) SLA compliance for service order processing (e.g., % of service transactions entered within agreed timeframe). Schedule adherence and % of successful dispatches vs. failed/missed dispatches.

Invoice readiness

% of service jobs with complete paperwork on first submission. Data accuracy in ERP/CRM (error rate Responsiveness: average time to acknowledge internal stakeholder queries. Working conditions Office-based role with requirement to coordinate field activities; occasional on-site attendance with engineers may be required. May involve periodic on-call availability for urgent scheduling/administration (to be defined in local policy).