Service Auditor

Service Auditor

At Briggs Industrial Solutions, our team members and our culture are just as important to the company as serving our customers. We believe our team members are the key to our success and we pride ourselves in hiring the highest quality people, placing emphasis on safety, ethics, integrity and respect. We are an ESOP-owned company with a customer-first focus. We realize the decisions we make about investments and operating practices ultimately affect the lives of our co-workers, families and business partners. And like those who went before us, every one of us takes that responsibility seriously.

Businesses: Briggs Equipment, Briggs Earth & Ag, Briggs Truck & Rail, Briggs Warehouse Solutions

Mission Statement: Keep business moving by being proactive, accessible, knowledgeable and above all else safe.

Value Proposition: We are an ESOP-owned company with a customer-first focus. Our solutions experts help keep your business moving by being proactive, accessible, knowledgeable and safe.

Values: Balance, Respect, Integrity, Growth, Grit, Safety

Competitive benefits:

• 401(k)
• Educational Assistance
• Employee Assistance Program (EAP)
• Employee Stock Ownership Program (ESOP)
• Hands On and Virtual Training
• Paid Holidays
• Paid Time Off

Simply stated, Briggs team members strive to do the right thing by exceeding the expectations of each other, our customers and our community.

Position Purpose

The Service Auditor is responsible for overseeing and managing the service billing process for assigned branch location(s), ensuring timely and accurate processing of service invoices. This position involves complex decision-making, problem-solving, and resolving billing discrepancies and disputes with internal / external customers. Ensures all Briggs Industrial Solutions standards are adhered to and executed consistent with company direction.

Principal Responsibilities and Duties

1. Oversee and manage the review / analysis of technician work order notes, ensuring they meet company standards for accuracy, completeness, and adherence to established procedures. Ensure detailed descriptions of work performed, diagnostic steps, issues identified, resolutions, and follow-up actions are clearly documented.
2. Proactively manage and oversee the billing process to ensure accurate and timely invoicing to the appropriate customer, internal account or warranty account. Validate billing details accurately reflect the responsible party for the charges, including correct contract or price agreement is applied and the correct Purchase Order is obtained from the customer when required.
3. Audit and verify parts usage by cross-referencing work orders with actual repair activities. Ensure parts quantities, descriptions and pricing are accurate. Analyze discrepancies in parts usage, and coordinate with parts department to ensure accurate documentation and billing adjustments as necessary.
4. Oversee and resolve discrepancies in recorded labor / travel hours, ensuring alignment with actual service performed. Demonstrate decision-making ability in assessing labor hour documentation and recommending changes to improve accuracy and efficiency. Correct any inconsistencies or errors in labor hour reporting, ensuring alignment with actual service performed.
5. Validate all service fees and expenses are accurately applied and match the service performed and implement any needed corrections.
6. Collaborate with the parts department, warranty team, and fleet teams to ensure effective resolution of issues impacting service order completion. Make independent decisions to resolve discrepancies and streamline the work order closure process.
7. Assist in invoice dispute resolution and provide guidance in working with Accounts Receivable and branch leadership to resolve billing issues. Lead the process for credit issuance and rebilling, ensuring communication with customers is clear and timely.
8. Provide support to the service department in improving operational efficiency, including process documentation, reporting, and the implementation of best practices for service operations.
9. Perform other related duties as assigned, with a focus on process improvement and operational support to meet company objectives.

Minimum Qualifications

Basic Knowledge & Competencies:

• Strong ability to make independent decisions and exercise judgement in billing and service operations
• Excellent customer service and multi-tasking skills
• Strong communication skills with ability to manage complex relationships and resolve issues between technicians, customers and leadership
• High attention to detail with a focus on data integrity and process efficiency
• Ability to operate with a high degree of autonomy and urgency in a fast-paced, dynamic environment
• In-depth knowledge of service operations, billing systems and reporting procedures
• Proficient in MS Office, particularly Word, Excel and PowerPoint

Previous Experience/Education:

• High school diploma required; Technical school and/or college degree preferred
• 5+ years of customer service, operations, or similar field, with a focus on service and billing
• Proven track record in independently handling service orders, invoices, purchase orders, and budget expense tracking

Physical Requirements

• Ability to sit for prolonged periods of time
• Ability to lift up to 40 pounds as necessary
• Standard office environment with general working conditions