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Service Operations Coordinator

2 months ago

Marquand, Missouri, United States Envelop Group Full time
Envelop Group is a collective of enterprises dedicated to the design, installation, maintenance, and continuous enhancement of tailored facility technologies that influence every aspect of a building's functionality. We collaborate with contractors, property owners, and consulting engineers to deliver all necessary technologies for the most sophisticated, efficient, and secure management of any facility. As a member of Envelop Group, your role will support all our affiliated companies.

The Service Coordinator plays a crucial role in overseeing and orchestrating service requests to guarantee prompt and effective resolution of technical challenges. This position entails communication with clients, service technicians, and various departments to arrange and prioritize service requests, monitor progress, and uphold precise records. The ideal candidate will demonstrate exceptional communication abilities, technical expertise, and the capacity to manage multiple tasks in a dynamic environment.

Key Responsibilities:
  • Engage proactively with clients and vendors through various communication channels to thoroughly understand their needs, address inquiries, resolve issues, and provide timely solutions, ensuring high levels of customer satisfaction.
  • Develop and optimize service schedules and technician assignments to enhance operational efficiency.
  • Assign field technicians and subcontractors to meet the requirements of service calls based on necessary skills, urgency, and location, while ensuring cost-effectiveness and customer satisfaction.
  • Create, update, and maintain work orders in the system, entering relevant details such as client information, service requests, technician assignments, and job status updates.
  • Prepare new and renewal contract proposals for ongoing service agreements, including drafting proposals, tracking their status, and following up as necessary.
  • Input service agreement delivery plans into the computerized system and monitor work completion and progress.
  • Ensure proper documentation is exchanged with technicians, including work orders, documentation of work performed, material invoices, and equipment details.
  • Generate purchase orders for materials and subcontracted work related to specific jobs.
  • Conduct quoting activities arising from systems integrity issues identified during preventative maintenance. Process requests for parts as needed, whether from clients or forwarded by sales partners, field technicians, or management. Communicate promptly regarding all systems integrity issues and recommended solutions.
  • May assist with the loading and unloading of shipments of parts, supplies, and equipment.
  • Handle weekly and daily billing, invoicing, and follow up on outstanding accounts receivable.
  • Maintain accurate records for parts and warranties within the accounting software.
  • Participate in training sessions, team meetings, and company events to stay informed, develop new skills, and contribute to a culture of continuous improvement.
  • Perform other duties as assigned.
Qualifications:
  • High School Diploma or equivalent is required; an associate's degree is preferred.
  • Minimum of 2 years of professional experience in an office environment.
  • Familiarity with HVAC, low-voltage systems, and/or related preventative maintenance and service industry experience is preferred.
  • Experience with Service Trade or similar field service management software is advantageous.
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and the ability to learn various other systems.
  • Ability to manage diverse data types, navigate software systems, and interact with key stakeholders.
  • Capacity to thrive in a fast-paced, dynamic environment with minimal supervision.
  • Strong critical thinking, problem-solving, and time management skills.
  • Demonstrated customer service skills with the ability to communicate professionally and positively over the phone to uphold high customer service standards.
Physical Requirements:
  • Work is conducted in an office setting and requires the ability to operate standard office equipment and keyboards.
  • Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Must maintain a professional appearance.
  • May need to meet requirements imposed by specific projects or company needs.
  • Must be capable of using hand tools, laptops, email, smartphones, and tablets.
  • Must be able to occasionally lift and move equipment and tools weighing up to 25 pounds.
Qualified applicants must be legally authorized for employment in the United States without the need for employer-based sponsorship.