ServiceTitan Implementation Specialist

About the company

Our client, National Heating & Cooling (NHC) is a multi-entity HVAC and electrical services business operating across three branches in regional Victoria, Australia (Bendigo, Geelong, and Wodonga), with a workforce of approximately 100 staff. NHC provides residential and commercial heating, cooling, and electrical services, including government rebate programs. The business is privately owned and in an active growth phase following a recent acquisition.

Established in 2011, NHC takes pride in providing customers with great advice, customer service and the right products at the best possible price. Their team of professionals has over eighty five years of combined knowledge in the industry.

NHC’s mission is to ensure that the entire process, from start to finish, is easy, professional and free of complications. They focus on finding the best product that fulfils the customer’s needs and will provide professional installation services as well.

With three of the most advanced showrooms in Regional Victoria (Bendigo, Geelong, Wodonga), NHC’s clients are able to see, try out and purchase their heating and cooling products with absolute confidence.

About the job

This is a newly created role supporting NHC through its migration from ServiceM8 to ServiceTitan and then into ongoing system administration after go-live.

NHC is implementing ServiceTitan across a complex, multi-entity HVAC and electrical services business. ServiceTitan will support scheduling and dispatch, job management, pricebook, invoicing, reporting, and the connection back into the group Xero financial structure.

The successful candidate will help configure ServiceTitan, support data migration, build and maintain the pricebook, document configuration decisions, and provide first-line systems support to internal users.

This is not a general virtual assistant or basic administration role. It requires someone with strong field-service software, CRM/ERP administration, implementation, pricebook, data accuracy, reporting and documentation capability.

This is a fully remote position based in the Philippines. Availability aligned to Australian Eastern Time is expected so the successful candidate can work closely with NHC stakeholders during business hours.

About You

This role suits someone who is structured, detail-oriented, systems-minded and comfortable supporting a business through an important software implementation.

You will be expected to take ownership of configuration tasks, pricebook accuracy, documentation and user support, while asking practical questions and escalating issues appropriately when needed.

You do not need to be a software developer, but you must be confident working inside business systems, handling data carefully, documenting decisions clearly, and learning operational workflows quickly.

Skills & Experience

Essential

·      Experience in ServiceTitan administration, ServiceTitan implementation, field-service software administration, CRM/ERP administration, SaaS implementation support, or a similar systems role.

·      Strong understanding of field-service operations, ideally including job types, dispatch workflows, technician profiles, forms, customer records, invoices and reporting.

·      Experience supporting data migration, data validation, data cleaning or system configuration activities.

·      Strong attention to detail and data accuracy, especially when working with pricing, catalogue, pricebook or product/service item information.

·      Ability to document configuration decisions, workflows and SOPs clearly for internal users.

·      Strong written and verbal communication skills in English.

·      Comfortable working remotely with Australian stakeholders and operating with a high level of initiative.

·      Able to troubleshoot user issues, identify when to escalate to vendor support, and follow through until issues are resolved.

Desirable

·      Direct experience with ServiceTitan, particularly pricebook setup, business units, job types, workflows, forms, reporting or user administration.

·      Experience in HVAC, plumbing, electrical, trades, construction, maintenance or broader field services.

·      Experience supporting a migration from ServiceM8 or another field-service management platform.

·      Experience with pricebook, catalogue, product, labour or materials data management.

·      Familiarity with Xero or multi-entity business reporting structures.

·      Experience building reports, dashboards or operational documentation.

Key Responsibilities

ServiceTitan Implementation Support

·      Support the migration from ServiceM8 to ServiceTitan, including data preparation, migration checks and validation of customer, job, pricing and operational data.

·      Assist with configuring branches, business units, job types, workflows, tagging and related operational structures.

·      Help set up technician profiles, scheduling rules, dispatch logic, forms, invoice templates and reporting requirements.

·      Document configuration decisions and create practical SOPs as the system is built.

Pricebook Build & Maintenance

·      Build, load and maintain ServiceTitan pricebook items, including equipment, labour and materials.

·      Support pricing structures where equipment, labour and materials carry distinct margin logic.

·      Help ensure materials such as copper and refrigerant are captured in the correct cost buckets rather than being buried under a uniform markup.

·      Maintain pricebook accuracy as supplier costs, product details and pricing rules change over time.

·      Identify inconsistencies or data-quality issues in pricebook records and recommend practical improvements.

Workflow, Reporting & System Administration

·      Support ServiceTitan workflows across residential and commercial HVAC, electrical, gas and refrigeration work.

·      Assist with rebate-related workflows so VEU/VEEC processes are captured cleanly within job and invoicing processes.

·      Build and refine reports and dashboards that support branch-level and group-level visibility.

·      Maintain user access, business units, forms, workflows and other configuration items as the business evolves.

·      Keep system documentation current so configuration does not drift after go-live.

User Support & Continuous Improvement

·      Provide first-line troubleshooting for internal users and triage issues with ServiceTitan support where required.

·      Help staff understand how to use ServiceTitan consistently and accurately.

·      Identify opportunities to improve system usage, data quality, workflow consistency and reporting reliability.

·      Communicate clearly with Australian stakeholders and provide practical updates on progress, risks and issues.

Tools & Systems

·      ServiceTitan: primary field-service management platform being rolled out across NHC. Direct experience is highly desirable.

·      ServiceM8: current platform being replaced. Familiarity is desirable but not essential.

·      Xero: accounting platform linked to the group financial structure. Familiarity is desirable.

·      Microsoft Excel or Google Sheets: useful for data review, validation, pricebook preparation and reporting support.

·      Notion or similar documentation tools: used for policy, SOP and internal documentation. Familiarity is desirable.

What Success Looks Like

Within 30 days, the successful candidate will:

·      Understand NHC’s multi-branch, multi-entity structure and the core ServiceTitan implementation priorities.

·      Review the current ServiceTitan configuration plan, pricebook requirements and migration scope.

·      Support initial pricebook build or validation activities and identify any obvious gaps, risks or data-quality issues.

·      Establish a regular working cadence with the NHC project lead and relevant stakeholders.

·      Begin documenting configuration decisions and implementation notes in a clear, usable format.

Within 90 days, the successful candidate will:

·      Contribute to a clean and accurate ServiceTitan go-live, with key configuration, pricebook and data migration tasks completed or clearly tracked.

·      Help ensure the pricebook is structured correctly across equipment, labour, materials and margin logic.

·      Support user setup, workflows, forms, reporting and first-line troubleshooting requirements.

·      Maintain clear SOPs and configuration documentation for internal users.

·      Identify at least one practical system, data or workflow improvement and present a plan to address it.

Why you’ll love being part of the National Heating & Cooling Team

NHC is much more than simply being the local leader in the sale and installation of quality heating, cooling and hot water products.

They are committed to ensuring that their business remains an integral part of the community, strategically supporting local charities, sporting clubs and community groups.

It’s summed up in their motto – “We give where we live.”