Service Billing Administrator

At Mid-Ohio Air Conditioning it is our mission to provide customers with professional, value based, relational services tailored to each specific need. We provide preventive maintenance, equipment replacement, tenant build out, service, and design-build services.

JOB DESCRIPTION

Reports To Operations Manager Direct Reports FLSA Status Non-Exempt Position Type Full-Time, On-Site

POSITION SUMMARY

Mid-Ohio Air Conditioning (MOAC) is a commercial and industrial HVAC contractor serving central Ohio. The Service Division supports a large base of preventive maintenance, repair, and quoted-project customers through field technicians, dispatch, sales, and office coordination. The Service Billing Administrator owns the full service revenue cycle from completed work to delivered invoice, and owns the administrative life of every preventive maintenance (PM) agreement. This role is accountable for all Service Division billing — time and material (T&M), PM agreement billing, and quoted or flat-rate work — as well as agreement setup and maintenance, customer equipment and asset records, and all customer communication surrounding agreement renewals. This is a new position created by consolidating billing and agreement administration that previously sat with the Dispatcher and the Operations Coordinator. The intent is twofold: put one accountable owner on service cash conversion and agreement retention, and return capacity to the Dispatcher and Operations Coordinator so those roles can focus on schedule quality, purchasing accuracy, payroll, job setup, and growth. Success in this role means work gets billed fast and right the first time, nothing completed sits unbilled, every PM agreement is entered and billed on its contractual schedule, equipment records match what is actually on site, and no agreement reaches its expiration date without a documented renewal conversation.

ESSENTIAL DUTIES & RESPONSIBILITIES

Own the Service invoice queue end to end; issue invoices for all verified, completed T&M work orders within seven calendar days of the last date of labor. This is know as Days to Bill (DTB). Confirm each work order is billing-ready before invoicing: technician notes, labor hours, material and equipment costs, received purchase orders, and required documentation (DST, XOi, startup and inspection reports) are complete and attached. Verify all parts, materials, and equipment referenced in technician notes are recorded on the work order register before the invoice is issued. Confirm correct customer, site, bill-to, rate table, labor category, overtime treatment, trip and travel charges, and markup are applied to every invoice. Confirm no further follow-up work is pending before final billing; route open follow-up items to Sales or the Operations Manager and hold or partial-bill accordingly. Apply correct sales tax as applicable, maintain current tax exemption certificates on file and confirm exempt status before billing exempt customers. Provide prepared invoices to management for review using the appropriate work order queue in the Vision software system Deliver invoices in the format and through the channel each customer requires — email, mail, or third-party billing and work-order portals — and copy the work order contact (maintenance person) for appropriate record-keeping purposes. Bill all preventive maintenance agreements on their contractual schedule — monthly, quarterly, semiannual, annual, or milestone. This may be time of service or periodic billing cycles as determined by the terms of each agreement. Maintain agreement billing schedules in the ERP so recurring billings generate on time, in the correct amount, and against the correct contract period. Bill work performed outside agreement scope separately as T&M or quoted work; never absorb out-of-scope labor or material into an agreement billing. Reconcile agreement billings to agreement value each period so no agreement is over-billed, under-billed, or missing a period. Provide agreement billing and cost history to the Sales Manager and Operations Manager to support renewal pricing and agreement profitability review as directed by the Sales Manager - at least 45 days in advance of agreement expiration. Bill quoted service work against the approved quote amount, confirming scope completion and any approved change orders before invoicing. Identify quoted and multi-visit service jobs eligible for partial or progress billing based on percent complete, milestone completion, or contract terms. As an example, OEM work is typically progress billed on a bi-weekly basis. Prepare partial billing packages with supporting labor, material, and equipment documentation; obtain Sales review and approval before issuing. Track partial billings issued against total contract value to prevent over-billing and to ensure final billing is issued at completion. Confirm approved change orders are documented and priced in the ERP before they are billed; elevate unpriced or undocumented scope changes to Sales. Unbilled Work & Billing Exception Control Own the completed-but-unbilled queue; review it no less than weekly and drive every aged item to an invoice, a documented hold, or an escalation with an owner and due date. Work directly with the Dispatcher, Lead Technicians, and technicians to obtain missing documentation, time entries, and material tickets needed to bill. Research and resolve billing holds, customer billing disputes, short pays, and rebill requests; acknowledge every billing question from a customer or from Accounting within one business day. Issue credit memos and corrected invoices only with required approval, and log the root cause of each so recurring billing errors are corrected upstream. Bring the Service billing and unbilled position to the Monthly WIP Meeting; flag any item that will remain unresolved at month-end at least one business day in advance. Partner with the Operations Coordinator on accounts receivable by supplying invoice copies, backup documentation, and dispute context needed to collect. PM Agreement Administration & Maintenance Enter every new, renewed, and amended PM agreement into the appropriate ERP (NetSuite or Vision) within two business days of execution — including scope, covered equipment, visit frequency, task lists, budgeted hours, budgeted materials, contract value, billing schedule, and term dates. Maintain the master PM agreement tracker covering contract value, service frequency, hours and materials budgeted, expiration date, escalation terms, and renewal status for every customer. Process agreement amendments — equipment added or removed, scope changes, site changes, and price escalations — and confirm the change flows through to scheduling, tasking, and billing. Confirm agreement scope, equipment list, and site access requirements are accurate and complete so the Dispatcher can schedule and the technician can execute without rework. Maintain agreement documentation in an audit-ready condition, including signed agreements, amendments, purchase orders, and customer-specific billing requirements. Customer Equipment & Asset Records Own the accuracy of customer equipment and asset records in the ERP: Serial plate data to include: make, model, serial number, equipment type, refrigerant type and charge, electrical data, location or tag, install date, warranty status, and filter, belt, and consumable lists. Update equipment records from technician field reports, PM checklists, startup and DST inspection reports, XOi captures, and replacement or retrofit work. Reconcile the covered-equipment list on each agreement against equipment actually on site; correct discrepancies and confirm the agreement price still matches the covered scope. Flag equipment additions, removals, replacements, and end-of-life or repeat-failure units to the Sales Manager and Operations Manager as scope, pricing, and replacement opportunities. Maintain equipment records completely enough that PM tasking, material pre-purchase, quoting, and warranty recovery can all be driven from them. Prepare renewal packages with the Sales Manager, including agreement performance history, billing and cost history, equipment changes, and any price escalation. Issue price escalation and renewal notices in accordance with contract terms and required notice periods. Confirm the account is current on the AR aging — in coordination with the Operations Coordinator — before a renewal is issued or the next PM period is scheduled. Follow up until agreements are signed and returned; track and report renewal status, win/loss outcomes, and agreement retention rate monthly. Escalate at‑risk renewals — non-responsive customers, pricing objections, service complaints, scope disputes — to the Sales Manager and Operations Manager with enough lead time to save the account. Serve as a professional, responsive point of contact for customer questions on invoices, agreement scope, coverage, and billing terms. Notify Sales Manager and Operations Manager prior to responding to customer requests. Document and maintain standard operating procedures for service billing, agreement setup, equipment record maintenance, and the renewal cadence. Report Days to Bill, unbilled aging, billing rework, agreement retention, and renewal pipeline to the Operations Manager on a defined cadence. Identify recurring causes of billing delay — missing documentation, unreceived POs, unpriced change orders, incomplete equipment data — and drive fixes upstream with Dispatch, Sales, and Operations. Participate in the Monthly WIP Meeting. Perform other duties as assigned in support of Service Division goals. Cross-Training & Backup Coverage Serve as trained backup to the Operations Coordinator for service billing-adjacent tasks, including AR first contact, during absences. Maintain the Operations Coordinator as trained backup for core service billing so billing coverage is never a single point of failure. Provide handoff notes ahead of any planned absence and debrief on return to reconcile activity handled during coverage.

SCOPE BOUNDARIES & HANDOFFS

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