Service Operations Coordinator

5 days ago

Minneapolis, Minnesota, United States Energy Management Collaborative Full time
Job Summary

The Service Operations Coordinator position is responsible for managing a breadth of EMC's service activities, including small scope projects, warranty management, and administration. The Service Operations Coordinator works directly with customers, vendors, and Labor Partners (lighting techs and electricians) and closely collaborates with the Logistics, Procurement, Project Management, and Finance teams.

Key Responsibilities
  • Manage customers' service work orders from start to finish, including setup, tracking, material ordering, partner management, warranty management, closeout, and invoicing.
  • Manage customers' small projects from start to finish by using systems, software, and project management best practices to execute timely delivery of service needs.
  • Maintain good relationships with customers by providing best-in-class customer service and ensuring all service requirements are met.
  • Manage emergency work orders, off-hours, and overnight project management on an ongoing basis in a rotational on-call system.
  • Work with and schedule Labor Partners for service and warranty work.
  • Hold internal and external partners accountable to scopes, budgets, and timelines.
  • Evaluate the quality of service, identify areas of improvement, and communicate to internal stakeholders.
  • Collaborate with internal stakeholders to ensure consistency in project and service quality.
  • Develop and implement ideas for department improvement.
  • Manage data and status update reporting (Oracle, SmartSheet, Sales Force & customer portals).
  • Become a subject matter expert in relevant areas to support service efforts.
  • Perform other duties as assigned.
Requirements
  • Excellent interpersonal skills, written/verbal communication with both internal and external stakeholders.
  • Very fluent and efficient with Excel and working with numbers; classes or certifications are a strong plus.
  • Excellent critical thinking and problem-solving skills.
  • Accommodating, flexible, and able to respond to last-minute requests.
  • Experience with Windows, Microsoft Office (Word, PowerPoint, etc.).
  • Experience communicating with vendors and customers.
  • Ability to multitask, transition, and keep multiple projects/tasks separated and organized.
  • Ability to work independently and as a part of a team.
  • Detail-oriented.
Education and Experience
  • Bachelor's degree or equivalent experience.
  • 1-3 years customer service experience.
  • Experience communicating with vendors and customers.

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