Service Coordinator

3 days ago

Freeport, Florida, United States The Hiller Companies Full time
Job Summary

The Hiller Companies is seeking a highly skilled Service Coordinator to join our team. As a Service Coordinator, you will play a critical role in ensuring the smooth operation of our service department, providing exceptional customer service, and supporting our team of service technicians.

Key Responsibilities
  • Coordinate and manage daily schedules and planning of field service technicians, performing services of Inspection, Maintenance, Testing and Repair of Fire and Life Safety Systems.
  • Communicate and resolve issues with customers and personnel regarding the scheduling of service repair 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 techs and cost materials to jobs appropriately during the job closure process.
  • Maintain and process inspection documentation as required during the job completion process.
  • Assist Service Manager in tracking and addressing all jobs that are reopened due to missing information.
  • Inform Service Managers of 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/region management.
  • Communicate to the sales teams when a quote is needed that was identified during a service call.
  • Serve as the point of contact for all 3rd party portals.
  • Send inspection reports to AHJ's and completion of repair notices to 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.
  • Assist with research and updating quotes for existing house customers.
  • Develop positive and ongoing relationships with customers and team members.
  • Other duties as required.
Qualifications
  • High School Diploma/GED is required.
  • 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.

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