Service Process Installation Coordinator
1 month ago
Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high-quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the food service and healthcare industries. Follett offers many interesting career opportunities, all of which encourage growth and development and contribute to the success of the Company. The development and promotion of talent is a high priority at Follett.
Follett has a fantastic opportunity for a Service Process Installation Coordinator to join our Team
Job Summary:
Responsible for assisting the Service Process Specialist in the facilitation of an installation program for new and replacement equipment; assist service providers with questions; process service invoices; generate and update reports and other data as required. Assist with any special projects/assignments.
Essential Functions:
- Collaborate with the Service Process Specialist to schedule, organize, monitor, and track equipment installation jobs.
- Evaluate installation projects by reviewing product order and related notes, evaluate needs of the customer and physical environment; and clarify details and special circumstances.
- Identify existing approved service providers for installation requests.
- Generate proposals for service providers by communicating project details and confirming
certification/ capabilities. Negotiate pricing on proposals and agreements to Follett’s
customers and service providers for installation services and costs.
- Collaborate with customer service and sales managers for proper order processing and shipping.
4. Monitor an Installation Inbox for installation requests and related issues and forward email requests to the appropriate person.
5. Assist in processing installation invoices in a service management system by reviewing and approving charges and credits;
resolve or escalate any discrepancies. Ensure post-installation customer satisfaction by collecting all necessary documentation.
6. Assist in providing information to the Service Process Supervisor and others by generating monthly installation reports and any
other data as requested.
7. Maintain databases by entering and updating customer, service agent, service invoice, product, and related information.
8. Maintain compliance with company policies for installation agreements by reviewing practices and procedures.
9. Maintain workflow by assisting other team members, including the handling of incoming service calls, and contributing to the
team effort.
10. Work closely with Specialist/Supervisor/Manager to ensure all service process workflows are optimized and managed according
to company/departmental guidelines.
Qualifications:
- High school diploma or GED required.
- Two years of prior experience in an administrative support role preferred.
- Experience using a service management application preferred.
- High attention to details.
- Ability to work efficiently in a collaborative and fast-paced environment.
- Excellent interpersonal and communication skills.
- Proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint).
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