Service Operations Coordinator

3 weeks 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 encompass support across all our enterprises.

The Service Operations Coordinator plays a crucial role in overseeing and organizing service requests to guarantee prompt and effective resolution of technical challenges. This position requires interaction with clients, service technicians, and various departments to schedule and prioritize service requests, monitor progress, and maintain precise records. The ideal candidate will demonstrate exceptional communication abilities, technical expertise, and the capacity to juggle 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 the necessary skills, urgency, and location, while ensuring cost-effectiveness and customer satisfaction.
  • Create, update, and maintain work orders in the system, inputting 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 (Service Trade) and monitor work completion and progress.
  • Ensure the proper documentation is exchanged with technicians, including work orders, service documentation, 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 orders, which may originate from clients or be referred by sales partners, field technicians, or management. Communicate promptly regarding all systems integrity issues and recommended solutions.
  • May assist in loading and unloading shipments of parts, supplies, and equipment.
  • Handle weekly/daily billing, invoicing, and follow up on outstanding accounts receivable.
  • Maintain accurate records for parts and warranties within the accounting software (Acumatica).
  • Participate actively in training sessions, team meetings, and company events to stay informed, acquire new skills, and contribute to a culture of continuous improvement.
  • Perform other duties as assigned.
Required Skills, Knowledge, and Abilities:
  • High School Diploma or equivalent is required; an associate's degree is preferred.
  • 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 preferred.
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and capable of learning various other systems.
  • Able to manage diverse data types, navigate software systems, and interact with key stakeholders.
  • Capable of thriving in a fast-paced, dynamic environment with minimal supervision.
  • Excellent critical thinking, problem-solving, and time management skills.
  • Demonstrated customer service skills with the ability to interact professionally and positively over the phone to uphold high customer service standards.
Physical Demands:
  • 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, clients, or company needs.
  • Must be capable of using hand tools, laptops, email, smartphones, and tablets.
  • Must 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 currently or in the future.

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