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Field Service Coordinator

2 months ago

Elmhurst, New York, United States Burroughs, Inc Full time

Position Overview

The Field Service Coordinator role at Burroughs, Inc. is essential for optimizing the operations of our Field Service team and ensuring adherence to customer Service Level Agreements (SLAs). As a member of our Scheduling team, your responsibilities will include:

  • Utilizing Oracle Field Service software in real-time to manage service calls and document service actions effectively.
  • Overseeing service and project requests to facilitate the efficient routing and scheduling of technicians, taking into account SLA requirements, technician availability, and geographical location through a Gantt chart.
  • Exhibiting a thorough understanding of the designated territory to enable effective reassignment of calls based on the technician's current position.
  • Creating, updating, or closing service requests and work orders in the scheduling system, which may involve handling customer inquiries via various communication channels.
  • Monitoring communication platforms to address internal or customer escalations for the assigned area, coordinating with Service Technicians and District Managers.
  • Providing support and resolving issues faced by the Field team.
  • Collaborating with key stakeholders in the assigned region to enhance resource allocation and assignment, contributing to the overall objectives and targets of the districts.
  • Assisting technicians with requests for device access as needed.
Required Skills:
  • Proven experience in scheduling for field technicians and familiarity with software similar to Oracle products.
  • Strong customer service skills for managing a diverse range of calls from customers and field technicians.
  • Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
  • Exceptional communication, organizational, and problem-solving abilities.
  • Capability to work autonomously as well as collaboratively within a team environment.
  • Sound judgment and decision-making skills in analyzing and resolving issues.
  • Dependability and punctuality.
  • Ability to multitask with keen attention to detail.
  • Proactive approach to achieving key performance indicators (KPIs) related to scheduling activities.
  • Demonstrated capacity to work effectively and professionally under pressure, adapting to frequent changes in deadlines and priorities based on customer and team needs.

Working Environment:

  • This position is primarily sedentary, requiring the use of standard office equipment such as computers and telecommunication systems.
  • Office-based work is required.
Qualifications:
  • High school diploma or equivalent (GED).
  • Previous experience in customer service or related problem-solving roles is essential.
  • Effective utilization of Microsoft applications, including Windows, Outlook, Excel, and Word.