Service Coordinator

2 months ago

Lowell, United States Sciens Building Solutions Full time
POSITION SUMMARY

Sciens Building Solutions seeks a Service Coordinator responsible for interacting with existing and potential customers to ensure customer satisfaction and a positive company image. The Service Coordinator will perform scheduling of preventative maintenance inspections and emergency calls. This person will field customer calls, analyze issues, evaluate the situation and determine how best to handle.

DUTIES AND RESPONSIBILITIES
  • Schedule preventative maintenance inspections and emergency calls. Utilize dispatch board to update and maintain all schedules for on time service while maintaining zero backlogs.
  • Answer calls from customers. If needed, dispatch the proper technicians to handle any emergencies as required. Follow through to ensure resolution of all situations.
  • Generate/monitor Service department's internal and external correspondence regarding service technicians. This includes analyzing completed work orders for accuracy, and ensuring they are correct, complete and on time.
  • Perform accurate pricing of labor and/or materials as dictated by the contract for that particular customer.
  • Prepare subcontract work order for invoicing, including test reports, deficiencies and quotes.
  • Track and/or quote deficiencies.
  • Update and maintain all customer information in all databases, including but not limited to: Service department inspection dates, contract information, new customers/sites and updated customer names and addresses.
  • Dispatch appropriate technician(s) based on skill set required for each site or project.
  • Issue tools from service cage.
  • Generate/maintain schedules on a daily/weekly/monthly. Field trouble calls, PM inspections, on-call schedule, vacation schedule, and subcontractor schedule.
  • Prepare and process work orders and invoices, when applicable; acquire purchase orders where customer requires.
  • Display effective communication with customers; promptly follow up on customer inquiries, tracking special needs requests, reports and copies as needed.
  • Material requisition: prepare and process accurate purchase requisitions for purchasing.
  • Complete service contract cancellation form(s) and submit with back up for processing.
  • Coordinate customers' service requirements with other appropriate departments, as necessary, to ensure effective customer service.
  • Provide accurate information to Accounting to ensure one-day billing processing.
WHAT WE LIKE ABOUT YOU
  • High school diploma or equivalent.
  • Two to five years of experience in customer service.
  • Strong organizational skills.
  • Ability to multi-task, manage self and team.
  • Remain calm under pressure.
  • Possess sound decision-making skills and practiceal judgment priorities.
  • Ability to encourage and motivate people with positive attitude.
  • Interest in helping and working with customers.
  • Computer literate: Working knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.
WHAT WE'RE BRINGING TO THE TABLE
  • Competitive salary based on qualifications.
  • Paid time off plan and holidays.
  • 401(k) matching.
  • Short term and long-term disability.
  • Medical, dental, and vision plans with options.
  • Life insurance.
  • Professional career development opportunities.

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