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Service Management Associate

2 months ago

Foothill Ranch, California, United States PEAK Technical Staffing USA Full time

This position offers a Hybrid work arrangement (Tues - Thurs onsite; Mon and Fri remote).

Available Hours:

  • East Coast service: 6 AM - 3 PM.
  • West Coast service: 7 AM - 4 PM or 8 AM - 5 PM.
We are looking for a Service Coordinator to enhance our global operations.

About Us

We are a leading entity in retail loss prevention, operational management, and analytical services, headquartered in California. Our presence spans multiple countries, including the UK, Australia, China, Hong Kong, Germany, France, and Canada, with a diverse workforce of 450 skilled professionals. For over 25 years, we have been at the forefront of the industry, showcasing our dedication to excellence through innovative technologies and exceptional customer service.

Join us as we continue to transform the retail landscape, delivering groundbreaking solutions and services that set new industry benchmarks.

What We Provide

Be part of our team and witness your career flourish. We offer a competitive compensation and benefits package that includes:
  • Comprehensive Total Compensation Package
  • Flexible hybrid work schedule
  • Extensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
  • 401(k) Plan with Employer Match
  • Generous Paid Time Off (PTO) policy
  • Observance of 11 paid company holidays
Key Responsibilities

Include but are not limited to:
  • Manage and schedule new Service Work Orders utilizing the company's order processing system (CRM)
  • Prepare and process Service Quotes, Service Orders, and Service tickets
  • Handle Sales orders
  • Track Technicians' check-in/check-out
  • Coordinate product shipments to align with Service schedules
  • Collaborate with Field Services Engineers, third-party Technicians, General Contractors, Electricians, and Tile vendors to fulfill Service Work Orders
  • Update customers on Service status as required
  • Review technician Service documentation to ensure completion and accuracy
  • Engage with Account Managers to adjust purchase orders and NTE as necessary
  • Update Customer records and System Monitor data in the company's ERP system for each replaced device
  • Extract data from Online Monitoring
  • Follow up on Service Work Orders to ensure they remain on schedule
  • Process return labels and RMAs for unused products
  • Verify vendor invoices for correctness
  • Perform required functions in Customer Online Portals
  • Post new Service Orders in the company's order processing system upon job completion
  • Attach necessary documents and process Service Orders for invoicing
  • Create and monitor reports as needed
Qualifications

The following qualifications are essential:
  • Utilizes available resources to assess potential solutions
  • Asks clarifying questions to understand situations
  • Maintains confidentiality with integrity
  • Exhibits strong workplace ethics
  • Demonstrates professional and courteous verbal and written communication skills
  • Maintains a professional demeanor in all interactions
  • Takes ownership of assigned tasks
  • Displays a welcoming, positive, and inclusive attitude
  • Highly organized, detail-oriented, with excellent follow-up skills
  • Proficient in computer applications, including CRM, Navision, Word, Excel, PowerPoint, Outlook, and Smartsheet
  • Accuracy in scheduling and maintaining calendars, tracking report information, and calculating metrics
  • Ability to multitask and prioritize effectively with minimal supervision
Education and Experience
  • 3-5 years of relevant customer service experience
  • Bachelor's degree preferred
  • Proficient in Excel, Word, Outlook, and other Microsoft applications
  • Experience in Loss Prevention is a plus