Service Coordinator
1 week ago
The Service Coordinator is a critical support role to the Service Manager and Service Technicians, ensuring strong planning and coordination for all service inspection and repair activity. The Service Coordinator is the liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure the proper documentation of work is performed.
Key Responsibilities:- Coordinate client setup documentation/activities to ensure prompt setup of new customers
- Collaborate on schedules and planning of field service work orders in Inspection, Maintenance, Testing and Repair of Fire and Life Safety Systems.
- Communicate and resolve issues with customers and personnel regarding service repair work.
- Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
- Alert management of potential problems resulting from customer or field complaints and work to resolve.
- Review all completed jobs and verify inventory of service techs and cost materials to jobs appropriately during the job closure process.
- Maintain and process inspection documentation as required during the job completion process.
- Assist Service Manager in tracking and addressing all jobs that are reopened due to missing information.
- Inform Service Managers of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
- Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management.
- Communicate to the sales teams when a quote is needed that was identified during a service call.
- Serve as the point of contact for all 3rd party portals.
- Send inspection reports to AHJ's and completion of repair notices to 3rd party portals.
- Ensure work order extensions are requested in customer portals as required.
- Provides optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance.
- Identify customers where we are not currently performing on all service lines and communicating with sales team the opportunities for additional service line sales.
- Complete special projects as required.
- Assist with research and updating quotes for existing house customers.
- Develop positive and ongoing relationships with customers and team members.
- Other duties as required.
- High School Diploma/GED is required.
- 2+ years' experience in business-to-business customer service experience is required.
- Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
- Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
- Confident personality to properly negotiate with outside organization contacts, such as vendors and customers.
- Excellent oral and written communication skills. Proficient computer skills, including MS Office Programs and track record of learning and mastering new programs.
- Strong record-keeping, analytical skills, time management, and job prioritization skills.
- Remarkable organizational skills and attention to detail.
- Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.
- Prior experience with Service Trade or similar program.
- Working knowledge of JD Edwards E1 or other ERP system.
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