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Service Operations Coordinator

2 months ago

Indianapolis, Indiana, United States Envelop Group Full time
Job Overview

Envelop Group is a collective of enterprises dedicated to the design, implementation, maintenance, and continuous enhancement of tailored facility technologies that influence every aspect of a building's functionality. We collaborate with contractors, property owners, and consulting engineers to deliver all necessary technologies for the most sophisticated, efficient, and secure management of any facility.

The Service Coordinator plays a crucial role in overseeing and organizing service requests to guarantee prompt and effective resolution of technical challenges. This position entails communication with clients, service personnel, and various departments to arrange and prioritize service requests, monitor progress, and keep precise records. The ideal candidate will demonstrate outstanding communication abilities, technical expertise, and the capacity to manage multiple tasks in a dynamic environment.

This position is based in our central office.

Key Responsibilities:

  • Engage proactively with clients and vendors through various communication channels to thoroughly understand their needs, address inquiries, resolve issues, and provide timely solutions, ensuring a high level of customer satisfaction.
  • Develop and refine service schedules and technician assignments to enhance operational efficiency.
  • Assign field technicians and subcontractors to meet the requirements of service calls based on the necessary skills, urgency, and location, while maintaining cost-effectiveness and customer satisfaction.
  • Create, update, and manage work orders in the system, entering relevant information such as client details, service requests, technician assignments, and job status updates.
  • Prepare new and renewal contract proposals for ongoing service agreements, including drafting proposals, tracking their status, and following up as necessary.
  • Input service agreement delivery plans into the computerized system and monitor work completion and progress.
  • Ensure all necessary documentation is received from technicians, including work orders, job documentation, material invoices, and equipment information.
  • Generate purchase orders for materials and subcontracted work related to specific jobs.
  • Conduct quoting activities for systems integrity issues identified during preventative maintenance. Process requests for parts orders as needed, communicating promptly regarding all systems integrity issues and recommendations.
  • May assist with the loading and unloading of shipments of parts, supplies, and equipment.
  • Handle billing, invoicing, and follow-up on outstanding accounts receivable.
  • Maintain accurate records for parts and warranties in the accounting software.
  • Participate in training sessions, team meetings, and company events to stay informed, acquire new skills, and contribute to a culture of continuous improvement.
  • Perform other duties as assigned.

Qualifications:

  • High School Diploma or equivalent is required; an associate's degree is preferred.
  • Minimum of 2 years of professional experience in an office environment.
  • Familiarity with HVAC, low-voltage systems, and/or related preventative maintenance and service industry experience is preferred.
  • Experience with Service Trade or similar field service management software is advantageous.
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and capable of learning various other systems.
  • Able to manage diverse data types, navigate software systems, and interact with key stakeholders.
  • Capable of thriving in a fast-paced, dynamic environment with minimal supervision.
  • Strong critical thinking, problem-solving, and time management skills.
  • Demonstrated customer service skills with the ability to communicate professionally and positively over the phone.

Physical Requirements:

  • Work is conducted in an office setting and requires the ability to operate standard office equipment.
  • Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Must maintain a professional appearance.
  • May need to meet requirements imposed by specific projects or company needs.
  • Ability to use hand tools, laptops, email, smartphones, and tablets.
  • Occasional lifting and moving of equipment and tools weighing up to 25 pounds may be required.

Qualified applicants must be legally authorized for employment without the need for employer-based sponsorship.

Pre-hire requirements include a drug test and a background check.

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