Service Coordinator

1 month ago

Rochester, United States Quality Vision International Full time
Schedule: Monday-Friday, 8am-5pm

Location: Rochester, New York, on-site

Compensation: $22.00-$27.00, based on experience

The Service Coordinator plays a key role in coordinating service requests, dispatching field service personnel, quoting customers for onsite service visits, and scheduling representative/customer training sessions. This position requires a highly organized, detail-oriented individual who thrives in a fast-paced environment, effectively managing service schedules, and ensuring accurate data on technician labor, travel, and expenses. The Service Coordinator is responsible for handling customer calls, opening service tickets, and facilitating clear communication between customers, field technicians, and management. Additionally, the coordinator supports the escalation process and identifies solutions for service challenges. By ensuring smooth scheduling, data accuracy, and proactive issue resolution, this role contributes directly to operational efficiency and customer satisfaction.

Role and Responsibilities:

* "Customers" as used below refers: End customers, Channel Partners, Internal Customers, and all appropriate parties associated with a provided service

* FST: Field Service Technician
  1. Service Request Management:
    • Convert designated Incidents into [Service Order Requests (SROs)] or [Service Tickets] weekly.
    • Send and follow up on all Factory Installation readiness checklists weekly, escalating obstacles promptly to the appropriate leadership.
    • Open service tickets based on customer calls and assist in identifying and resolving escalations as they arise.
  2. Schedule Management:
    • Plot all Service Contract Visits due within 2 months, facilitating Field Service Technician (FST) utilization of 80% (4 out of 5 days in a normal work week).
    • Prioritize warranty/machine-down and other priority SROs as communicated by management.
    • Expedite future calls to support customers' needs and fill schedule openings.
    • Schedule representative/customer training sessions as required.
  3. Dispatch Coordination:
    • Efficiently schedule and dispatch field service personnel based on skills, location, and urgency.
    • Distribute FST schedules within 5 business days of the scheduled start week.
    • Dispatch calibration assets, ensuring the correct tooling is available when needed.
    • Ensure all necessary parts are available on site prior to FST arrival.
  4. Quoting and Customer Communication:
    • Provide accurate quotes for customers related to onsite service visits and any associated costs.
    • Use the service ticketing system as the primary form of communication.
    • Direct inquiries to the service request web form, assisting customers with the process where applicable.
    • Contact customers at least 2 business weeks prior to expected arrival, confirming service intent.
    • Notify customers immediately regarding changes in service appointments and expected arrival times.
    • Serve as the main point of contact between customers, field technicians, and management.
  5. Data Entry and Expense Tracking:
    • Review and enter data related to technicians' labor and travel time, as well as expenses, into the system accurately and timely, ensuring all service details are recorded for billing and payroll purposes.
  6. Documentation and Record Keeping:
    • Coordinate the acquisition and distribution of business documents required for customer site admittance (COIs, Training certificates, Security clearance forms, etc.).
    • Maintain accurate and up-to-date records of service requests, dispatch activities, and technician schedules.
    • Generate reports to track key performance indicators and identify areas for improvement.
  7. Customer Service:
    • Deliver excellent customer service by responding to inquiries, providing information, and ensuring customer satisfaction in a timely manner.
    • Field customer calls to address immediate service needs and assist in problem-solving or escalating issues as necessary.
  8. Other:
    • Related tasks and responsibilities as assigned by management.


Requirements

•High school diploma or equivalent required; additional education or certification in logistics, dispatch coordination, or a related field is preferred.

•Minimum of 4 years' experience in dispatch or coordination, ideally within a service-oriented or customer-focused industry.

•Strong organizational and multitasking abilities with keen attention to detail.

•Excellent verbal and written communication skills for effective coordination with multiple stakeholders.

•Proficiency in dispatching software and related tools.

•Proven problem-solving skills, with the ability to address issues proactively or escalate as needed.

•The ability to remain calm under pressure, adapt to changing priorities, and make sound decisions in time-sensitive situations.

•Team player with the ability to collaborate across different departments.

Physical and/or Environmental Requirements:

•Primarily sedentary work: Ability to sit for extended periods (typically 8-hour shifts) in an office setting with minimal physical exertion.

•Dexterity and Equipment Use: Must have manual dexterity to operate standard office equipment, including a computer, keyboard, mouse, and phone, for prolonged periods.

•Visual and Auditory Requirements: Must be able to see and interact with computer screens and printed documents, as well as clearly understand and respond to audio communication.

•Communication: Ability to speak clearly and listen actively to communicate effectively with a wide array of audiences, including Field Service Technicians (FST), customers, and internal teams.

•Occasional Movement: Occasional standing, walking, and movement within the office may be required.

•Work Environment: Typically, an indoor, climate-controlled office environment with standard lighting and ventilation.

What We Offer:
Paid Time Off:
  • 10 paid holidays annually
  • Over 3 weeks of total PTO (vacation/sick/personal) each year, with an increase in PTO benefits after 5 and 10 years
Paid Benefits:
  • Robust health benefit offerings with medical premiums as low as $3.28 per week (single employee) or $10.02 per week (family) QVI pays over 97% of the premium on our most affordable plans for our employees. Employees pay 2.5%
  • Employer Paid Short-Term and Long-Term Disability benefits
  • Life insurance benefits paid by QVI
  • Annual Retirement Profit Share of 5% of gross wages
  • Tuition reimbursement of up to $7,000 annually
  • Annual scholarships for dependents of employees
  • Referral bonuses of $1,250 when employees help us spread the word and hire great talent
  • Annual discretionary bonuses for employees not on a commission plan
Extras:
  • EAP and Wellness Benefits
  • On-site electric vehicle charging stations - free for employee use
  • Verizon discounts & Identity Theft Protection Insurance

Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary Description

$22-$27 per hour, based on experience

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