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Service Operations Coordinator

2 months ago

Taunton, Massachusetts, United States Harpak-Ulma Packaging Full time
Job Overview

Position Summary: The Service Operations Coordinator will collaborate with the technical services team, including remote technicians, to fulfill the service requirements of our clientele. This role involves assisting service managers with the scheduling and dispatching of technicians, generating quotes, and communicating with customers to arrange and confirm service appointments.

Work Schedule: Full-time (40 hours/week), Monday – Friday. Standard business hours are from 8:30 AM to 5:00 PM, with occasional requirements to extend beyond a 40-hour work week.

Compensation: Salary will be based on prior experience.

Key Responsibilities:

  • Support the administrative functions to ensure the efficient operation of the department concerning service quotes, scheduling, billing, installations, and field technician assignments.
  • Provide regular reports (Weekly/Monthly/Quarterly) to management.
  • Coordinate with various internal departments regarding machinery installation quotes, focusing on lead times, service billing, and purchase order processing to maintain accurate accounting records and timely payments.
  • Monitor all associated costs and shipping dates for precise billing of each purchase order. Update databases with detailed information and documents for Field Technicians.
  • Assign and schedule Field Technicians as required to meet client requests per service agreements or urgent situations. Manage the scheduling calendar with accurate assignments and keep customers informed about upcoming site visits.
  • Prepare customer installation letters for review and approval, ensuring all relevant data is recorded in the database.
  • Review and authorize service reports for invoicing, ensuring all technician expenses are documented and categorized correctly.
  • Maintain several databases, specifically for service scheduling, technical quotes, service reports, contacts, and jobs/equipment.
  • Participate in scheduling meetings and lead bi-weekly meetings to discuss open cases.
  • Track project expenses using various tools, including Excel.
  • Be open to ongoing training and development to enhance professional skills.
  • Provide daily coverage for the receptionist and assist with special projects as needed.

Qualifications:

To excel in this role, candidates must effectively perform each essential duty. The following qualifications are representative of the knowledge, skills, and abilities required:

  • Minimum High School diploma/GED required; an Associate's or Bachelor's degree in Business or a related field is preferred.
  • At least one year of experience in a customer service environment and supporting a large service team.
  • Ability to maintain confidentiality and manage changing priorities and deadlines.
  • Exceptional attention to detail.
  • Experience with packaging equipment is advantageous.

Language Skills: Proficient in reading and interpreting documents, as well as writing reports and correspondence. Excellent verbal and written communication skills are essential.

Mathematical Skills: Basic proficiency in working with numerical data.

Reasoning Skills: Ability to identify issues, gather information, establish facts, and draw valid conclusions.

Computer Skills: Proficiency in MS Office Suite and Windows operating systems is required. Familiarity with FileMaker Pro is preferred.

Work Environment: The work environment is primarily office-based, with occasional exposure to a warehouse setting where noise levels may vary.

Physical Requirements: The role may require occasional lifting/moving of up to 25 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. Regular tasks involve sitting, talking, and hearing, with frequent standing and walking required for computer work.