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Service Coordinator

2 months ago

Wyoming, United States H&R Aufzüge GmbH Full time

Position Summary: Coordinates, plans, and schedules incoming US field service work to establish excellent service results and minimize customer downtime. This is done with the help of Field Service Management software and in collaboration with InnoServ Service Managers. This position also works alongside InnoServ 3rd party customers providing them the appropriate resources and information they need and ensuring SLA’s are being properly followed. Provides technical assistance to both internal and external customers in support of equipment repairs, parts needs and product recommendation. We are in need of two (2) positions. One will be supporting US customers, and the other would be supporting our Canada team.

For the role supporting Canada, the ability to speak French is preferred. Essential Functions: Manage incoming service requests

Utilize Field Service Management (FSM) software

Maintain constant communication with Service Managers to help resolve service issues

Performs manual entry of service work needed into FSM software.

Work with Service Managers to help plan shifts

Manage service workload capacity issues

Coordinate shipping and receiving of parts/equipment related to 3rd party service work

Ensure compliance of 3rd party service level agreements

Provides level 2 technical assistance to both internal and external customers of the InnoServ team

Gains and maintains a thorough understanding of all equipment procedures

Performs other duties as assigned.

What you'll bring to the table: Customer Service

— Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Business Acumen

- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Active Listening

- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Complex Problem Solving

- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Critical Thinking

- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Judgment and Decision Making

- Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Speaking

- Talking to others to convey information effectively.

Writing

- Communicating effectively in writing as appropriate for the needs of the audience.

Coordination

- Adjusting actions in relation to others' actions

Self Management

- work effectively and efficiently, managing one's own time.

Ability to multi-task, prioritize and be able to work independently or within a team environment.

Ability to meet deadlines, deal effectively with people and to recognize conditions that may interrupt day to day operations.

Must have knowledge of how to repair and refurbish beverage and chemical equipment.

Maintains knowledge of current trends and developments related to field service.

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