Service Coordinator
2 months ago
Service Coordinator
–
Self Perform
Reports To : Operations Manager, Self-Perform
Status : Full-time, Regular position
Location Name:
Engineering Excellence
Location Address:
4360 Glendale Milford, Road, Blue Ash, OH
Join the team of experts and realize your true potential
Why You Should Join the Engineering Excellence team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.
Position Summary:
As a Service Coordinator you will work with an assigned Branch Manager(s) and be responsible for scheduling work for our HVAC technicians and coordinating schedule dates with clients. This position is critical to our success and will require strong administrative and communication skills. Also important with this position, is the ability to execute day-to-day tasks that will allow for delivery of outstanding service to our clients while meeting realistic margin and revenue expectations. This is an onsite position, Monday-Friday. This position requires flexible hours and overtime as needed as well as a fast-paced and solution-minded individual.
Key Responsibilities:
Fluent knowledge of all customer nuances and SLAs (use on-line resources daily)
Answering incoming calls from technician and operations support
Maintain dispatch board by updatingstatuses and maintaining proper schedule dates
Convey and communicate all information regarding service issues, customer issues and tech issues that should be escalated to the branch manager, service manager or any departments for action or resolution (safety or access issues, store has relocated or moved locations)
Provide feedback to the Branch Manager on technician performance and compliance to customer expectations
Work between departments and processes to ensure Self-Perform service work orders/clients are set up properly
Provide feedback on continuous process improvement for efficiency and margin enhancements
Update open work order reports to give the most current, real time update to the customer
Update customer auxiliary web systems to give clients total visibility of the progress of work
Maintain an accurate materials list for SP sites, report any equipment discrepancies
Complete credit applications for new vendors, process vendor invoices for payment and reconcile vendor statements
Issue purchase orders for service materials, truck stock and tools using standard procedures
Process technician personal reimbursements
Promote safety policies with the field employees
Support Branch Manager(s) and/or Field Supervisor(s) as needed:
Creating and submitting quotes to customers for approval
Scheduling technician jobs by prioritizing and matching capacity and demand
Order or follow up on parts for service, quotes or PMs
Coordinate daily technician check out and work assignments for next work day (dropping work orders and scheduling technicians, prioritizing the work based upon SLAs)
All other duties as assigned
Qualifications:
High School Diploma or GED required; post high school education preferred
Dispatch and/or service experience preferred
Strong work ethic, reliable and dedicated
Flexibility to work with multiple and changing priorities
Proficient in Excel, Word and Microsoft Outlook
Ability to work with a sense of urgency on multiple projects simultaneously, using prioritization and effective time management skills to be successful
Positive Attitude
Negotiation skills
Strong administrative skills incorporating a high standard of personal integrity and business ethics
Assuming full accountability and responsibility for all aspects of work
Ability to think ahead and understand the big picture (upstream/downstream)
Providing high level of customer service and support (internal & external)
Strong analytical and quantitative skills
Good problem solving skills
Ability to multi-task and prioritize work flow, with a strong attention to detail
What Do We Offer You as an Engineering Excellence Employee?
We offer a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a valued employee.
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
Training opportunities through our Experts University
Career Development opportunities
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