Service Operations Coordinator

Job Summary

The service Operations coordinator position is the voice for the service department. This role is critical to the success of the department as it develops and builds relationships with customers. The trust gained in this position is invaluable to the department’s progress and smooth running. The coordinator role requires effective communication skills not only with customers but with colleagues across multiple departments.

Essential Duties & Responsibilities

· Responsible for all service requests from when requested through to billing phase.

· Creates and dispatches service calls to technicians.

· Administers check in/out policy with technicians, advise supervisors when technicians are late/missing.

· Assist in problem solving for accounting issues for payments into and out of the department.

· Procures parts/materials for service tickets.

· Arrange for suitable deliveries of materials to site / locations.

· Checks service email inbox regularly throughout the day and ensure response/acknowledgement of service calls.

· Service requests and communication needs to be handled in a timely manner.

· Review notifications throughout the day to ensure any tickets put in by customers are not missed, focusing on priority call requests.

· Maintain reports/spread sheets for customers that require them.

· Complete weekly/daily conference calls as needed for each customer.

· Visit customers when needed; focus on larger accounts and accounts that present opportunities for improvement.

· Review all completed calls to insure there either charged to warranty or are billed (Local and Out of Area).

· Review all calls in pending status –ensure correct parts are ordered and when parts arrive, they are on correct shelf.

· Handles follow ups on service tickets within 24 hours. Communicate progress to customer.

· Update all stages of service call within the service tracker

· Ensure all Job numbers and internal paperwork is created within correct region

· Log and up date all billing details

· Arrange any required hire equipment if needed

· Updates and arrangements with incoming deliveries and shipments out to customers

· Provide customer quotes/proposals

· Ensure inventory in tech vans are stocked of common parts to avoid go-backs and proper equipment to do the job.

· Liaise with suppliers for warranty repairs of products – RMA process.

· Review calendar daily, especially at end of day to ensure all technicians have scheduled works in the calendar.

· Other reasonable duties maybe requested or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Communication Skills

To be successful in this position, the candidate will require exceptional telephone and customer service skills. This position also requires strong verbal, written, and interpersonal skills, as well as the ability to focus in a high pressure and demanding environment. Will require the ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple but thorough correspondence, and to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Basic Financial Knowledge

This position requires a working knowledge of margins and mark-ups. It will also require an overall understanding of invoicing, generating purchase orders to suppliers, and service tickets

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel, Outlook, and Internet Explorer).