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Service Coordinator
2 months ago
The Hiller Companies is seeking a highly skilled Service Coordinator to join our team. As a critical support role, you will work closely with the Service Manager and Service Technicians to ensure strong planning and coordination for all service inspection and repair activity.
Key Responsibilities:- Coordinate and manage daily schedules and planning of field service technicians, performing services of Inspections, Maintenance, Testing and Repair of Fire and Life Safety Systems.
- Communicate and resolve issues with customers and personnel regarding the scheduling of inspection 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 verifying inventory of service technicians and cost materials to jobs appropriately during the job closure process.
- Maintain and process inspection documentation as required during the job completion process.
- Track and address all jobs that are reopened due to missing information.
- Stay up to date on 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/ regional management.
- Communicate to the sales teams when a quote is needed that was identified during an inspection.
- Serve as the point of contact for all 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.
- Develop positive and ongoing relationships with customers and team members.
- 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.
- While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands or arms, stoop, kneel, crouch, or crawl, and is occasionally required to lift and/or move heavy objects.
- Ability to lift and carry up to 50 pounds.
- Capable of standing, walking, bending, and kneeling for extended periods.
The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. We are proud to operate according to our Core Values: Passion to Perform, Trust to Act, Act Responsibly and Make It Fun.
Benefits:- Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education.
- Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off.
- Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs.
- Career advancement potential within a growing company.
