Service Operations Coordinator

2 weeks ago

Charlotte, North Carolina, United States Patterson Companies Full time
Patterson is more than just a workplace; it is a partner dedicated to your success.

Our company is characterized by the talented individuals who embody a culture focused on people, continuous improvement, and results. In this encouraging environment, opportunities for professional development are abundant. We appreciate the diverse skills and experiences our employees contribute to Patterson, believing they enhance our strength and success as an organization.

Position Overview

The individual in this role will be tasked with ensuring a professional approach to dispatching and managing all responsibilities associated with scheduling service requests. This position requires a significant degree of professional independence due to the nature of resource allocation in assigning service technicians to various service calls.

Key Responsibilities

To excel in this role, the employee must effectively perform each essential function, with or without reasonable accommodation. To request accommodations, please notify Human Resources or the supervising manager.

Service Order Management
  • Efficiently manages resources for all scheduled services.
  • Monitors service orders assigned to technicians.
  • Oversees the entire service order lifecycle (creation, modification, completion, and invoicing).
  • Reconciles various CRM and other reports monthly.
  • Processes requests for repair parts and third-party repairs.
  • Maintains PMA contracts.
Requests and Triage
  • Actively triages customer calls and inquiries.
  • Assigns and schedules service requests from clients or internal personnel.
  • Collaborates closely with Equipment Procurement Specialists for resource and installation project planning.
Qualifications
Required
  • Associate's degree or higher preferred, or 2-5 years of relevant industry experience.
  • Demonstrates a strong customer service orientation or related dispatching experience through excellent written and verbal communication skills.
  • Exhibits strong organizational and multitasking abilities, sound judgment, and exceptional decision-making skills, with a keen attention to detail.
  • Contributes positively to the team environment by taking the initiative to learn and enhance skill sets.
  • Possesses strong planning and organizational skills, both written and verbal.
  • Efficiently utilizes technology, including Microsoft 365 and SAP CRM platforms.
Preferred
  • 1-3 years of dispatching and customer service experience, preferably in the Veterinary Industry.
  • Previous experience in project or resource coordination.
Working Conditions
Physical Demands
  • Engages with a computer or other office devices for the majority of the workday.
  • May occasionally need to lift packages up to 10 pounds, such as office supplies or equipment.
  • Must effectively communicate with others in person, over the phone, and in writing.
  • Must understand and accurately exchange information with coworkers, customers, and vendors.
  • Must read and interpret various electronic and written documents.
Environmental Factors

This position is situated in an office environment where team members work at assigned desks or in collaborative spaces. The primary work areas consist of desks, chairs, computers, and other office equipment necessary for professional services.

Travel and On-call Requirements

This position may require travel for training purposes.

Benefits:

Patterson offers competitive benefits, unique incentive programs, and rewards for eligible employees:
  • Comprehensive Medical, Dental, and Vision benefits along with an integrated Wellness Program.
  • 401(k) Match Retirement Savings Plan.
  • Employee Stock Purchase Plan (ESPP).
  • Paid Time Off (PTO).
  • Holiday Pay & Floating Holidays.
  • Volunteer Time Off (VTO).
  • Educational Assistance Program (Tuition Reimbursement).
  • Fully Paid Parental and Adoption Leave.
  • LifeWorks (Employee Assistance Program).
  • Patterson Perks Program.
EEO Statement

Patterson, as a people-first company, fosters a culture that values and celebrates diversity and inclusivity. We believe that the unique experiences and differences of our employees strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.

We are Patterson. We welcome you.

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