Service Coordinator - Technology Solutions

Overview

Service and Special Projects – Service Manager Technology Solutions

Overview: The Service Coordinator supports the service department.

• General Responsibilities:
  
  Maintain open communication lines with all working relationships; follow up to ensure items for which the job is accountable are performed; earn and maintain customer trust; uphold the core values of the organization; work well with others to accomplish the mission of the organization.

• Specific Responsibilities:
  Provide excellent customer service through communication, scheduling and follow-through in line with core values of the organization; coordinate schedule for Service Technicians and ensure provision of required items to perform their role; own and execute administrative tasks and event duties for the service department.

• Work Order Processing:
  Answer calls from customers on service line; create work orders received from service line or pass information to Account Managers; evaluate new work orders for completion and accuracy; track deadlines and communicate with customers to schedule work in timely manner; maintain scheduling board, run weekly scheduling meeting, and input assignments; review previous day’s assignment statuses and notes, and coordinate any outstanding items with Supervisors or Service Technicians, or move to billing status;
  
  answer calls from Service Technicians; check and escalate or action internal feedback on daily basis; update customer contact information as necessary; maintain multiple customer portals; order material, equipment, or subcontracting from vendors and coordinate delivery; uphold Service Pledge and Work Order Process.

• Coordination and support to Service Technicians:
  Process departmental onboarding and offboarding of technicians and apprentices; make updates to accounts for Field Connect, Encore store, etc.; create and maintain new van binders as needed; assign/request repairs for cell phones, iPads and their software; maintain Service Technician uniform inventory; assist with vehicle fleet management assignments and spare van coordination.

• Record management and administrative needs:
  Create and update department documents and records; process, record and audit PTO requests for the department; create on-call schedule and coordinate updates with on-call service; miscellaneous office administration to support the department.

• Event planning:
  Plan weekly and monthly meetings, including calendar invitations, room reservations, and catering; request and make arrangements for safety, iPad, or other training as required; plan and host annual department events; plan quarterly office birthday celebrations, and send cards to field personnel; coordinate with Account Managers the distribution of holiday gifts and cards to customers.

• Other Duties As May Be Assigned.

• Scheduling coordination
• Spectrum or Field Connect Software, but not required
• Microsoft Office products, specifically Outlook, PowerPoint, and Excel
• Soft skills and high emotional intelligence/control

• Providing exemplary customer service
• Scheduling and directing people
• Anticipating needs of service department from a coordination standpoint
• Decision making, prioritizing service requests, and making quick judgements
• Time management, problem solving, multitasking, forward thinking
• Adapting to new and changing requirements, environments, and/or information
• Estimating resources needed to complete required tasks
• Business writing; effective written and oral communication sufficient to elicit and communicate information and achieve understanding
• Establishing and maintaining effective working relationships with customers, vendors, consultants, management, and employees
• Organizing work to accomplish tasks; prioritizing and reprioritizing to meet job needs

• Think outside the box
• Approach work with highly organized mindset
• Track numbers and data
• Stay focused in a high stress environment
• Be a Team Player
• Work well under pressure

• Climbing
• Crawling
• Driving
• Kneeling
• Lifting (up to 50 lbs)
• Sitting
• Standing
• Stooping
• Vision acuity (near and far)
• Walking

Previous experience in customer…