Service Coordinator

1 month ago

Crystal Lake, United States Concept Machine Full time
Job DescriptionJob Description

POSITION SUMMARY

Our multi-state service business immediately needs a Service Coordinator (SC.) The Service Coordinator is responsible for facilitating the flawless execution of customer calibrations. The SC shall proactively work with customers to coordinate calibrations on-site, in a lab, or via a third-party contractor at the recommended cadence. The SC shall maintain the highest level of integrity while balancing customer demand and company efficiency goals. Meet or exceed customer expectations so that they remain loyal and continue to partner with the company in the future.

CORE RESPONSIBILITIES

Ensure reliable communication between customers and technicians

Coordinate on-site calibration dates with customers

Ensure all required documentation is provided for the technician in advance of the calibration event

Confirm customer contact information is accurate

Ensure the allocated technician and equipment are available for the customer's required timeline

Create and assign work orders via Salesforce software

Create service appointments and assign resources in Salesforce

Coordinate scheduling requirements with the Client Estimator

Tactical responsibilities include but are not limited to monitoring monthly IndySoft pending calibration emails, handling customer escalations, reacting appropriately to customer emergencies, and ensuring excellent communication between 3rd party vendors, clients, and company technicians.

Maintain at least an 80% planned utilization rate with the technicians.

Proactively schedule the clients and technicians with a 90-day lead time.

Verify IndySoft data and usage compared to Salesforce work orders, monitor and follow up where discrepancies exist.

CORE COMPETENCIES

Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently

Able to schedule Technicians for maximum territory coverage when traveling

Demonstrates a sense of urgency to attain and exceed desired resultsAbility to leverage a variety of resources and influence othersAbility to balance simultaneous projects while meeting assigned project timelinesAdvanced oral and written communication skills with the ability to write and edit business correspondenceAble to maintain a high level of confidentialitySelf-directed, detail-oriented, and flexibleWillingness to learn and perform any/all work duties, including outside the job descriptionForward-looking thinker, who actively seeks opportunities and proposes solutionsOther core competencies will be defined by your direct supervisor/manager

CORE EXPERIENCE AND EDUCATION

3+ years' experience in customer service

Salesforce (or another CRM) and IndySoft preferred

Exceptional leadership, interpersonal communication, and relationship-building skills

Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines

Exhibit a high level of professional conduct, integrity, and accountability

Proficient in Microsoft Office products (i.e., Word, PowerPoint, Excel)

Ability to travel as needed for the role, estimated at 10%

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