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Service Operations Specialist

2 weeks ago

Webster, MA, United States JF Petroleum Group Full time

Job Type

Full-time

Description

The JF Petroleum Group stands as a premier leader in the North American fueling infrastructure industry, offering comprehensive turn-key solutions for distribution, construction, and service needs. We serve a diverse clientele including retail fueling stations, commercial and government fleets, and emergency power customers.

The Service Operations Specialist is responsible for the effective deployment of technicians to assigned customer work orders. The Specialist acts as a member of branch leadership, working in close collaboration with the Service Manager and Lead Technician(s) to safely deliver high quality service in accordance with customer expectations. The Specialist acts as a primary interface for the branch with National Service Accounts (NSA), Supply Chain, the Customer Care Center, and Service Billing. This position will work from our Webster branch.

Scheduling/Planning/Assigning

  • Review branch workload for the day and assign work orders to technicians based on work order priority, technician skills and efficient routing. o Proactively manage technician work order assignments to assure daily hour limits and minimum time off the clock are achieved.
  • Proactively manage technician response time relative to customer-designated work order priority (SLA).
o Monitor weather, road closures, and other critical information for tech safety and to inform the customer of any potential delays.

o Maintain communication with Service Manager, Service Director, CCC Agents, NSA Specialist and techs regarding resource availability. Update SERVCON tool accordingly to assure customers have a realistic expectation of when to expect tech deployment. o Communicate SLA deviations to customers when required.
  • Schedule site surveys and follow up to make sure completed survey information is attached to the ServiceMax WO & Project Workbook.
  • Collaborate with Service Project Manager to assure technicians needed for projects are allocated in accordance with project schedules defined in the Project Workbook.
Administration/Communication
  • Achieve proficiency navigating relevant portals for assigned customers (e.g. ServiceChannel, Verisae, etc.)
  • Monitor work order bill-to accuracy, purchase orders, & not-to-exceed (NTE) authorization amount.
o Coordinate customer NTE increase requests with technicians and NSA specialist or customer.

o Where applicable, verify contact name, phone, and email for COD service requests.
  • Assure techs have checked-in and checked-out of customer portals.
  • Monitor service quality KPIs (FTF, SLA, revisit resolution) and financial KPIs (billing efficiency and overtime) and facilitate technician achievement of these objectives. Participate in monthly Service Ops calls with Service Leadership to review branch performance and assist in diagnosing required improvements.
  • Create work orders as needed to assure completion of customer service requests (secondary only; primary work order creation is the responsibility of the Customer Care Center)
  • Create SPO requests as required to support rapid first visit site restoration or timely revisit resolution.
o Coordinate deployment of subcontractor to customer site and dispatch of JF tech to meet subcontractor when required.

o Monitor completion of subcontractor work to enable WO closure and receipt/payment of subcontractor invoices.
  • Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to technician for work order completion (in coordination with NSA specialist and Service Manager).
  • Coordinate expediting and delivery assurance of tech parts requests (PRQs) with Supply Chain team to assure that technicians are redeployed to customer sites as soon as parts become available.
  • Assist techs with finding & getting parts; locate techs with specialized tools to complete work orders.
  • Assure that technicians are allocated NRG time for vehicle inspections, vehicle maintenance, inventory cycle counting, safety meetings, training, PTO, etc. in coordination with the Service Manager.
  • Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, & site surveys.
  • For techs on temporary assignment out of their home branch: transfer control of technician(s) to other branches and accept control of arriving techs to maintain continuity of service to customer base.
  • Monitor customer site assignments by branch and adjust as technician home locations change
General
  • Learn and stay current with customer operating procedures (COPs).
  • Familiarize oneself with relevant state regulations that impact technician assignments (e.g. licensing) and documentation requirements (e.g. modification reports).
  • Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, & site surveys.
Requirements
  • High School Diploma or GED, required
  • Highly organized
  • Familiarity with ServiceMax & knowledge of MS Office (Excel, Outlook, Word, Teams), preferred
  • Team player; demonstrated ability to work collaboratively in a high-performing, fast paced team environment.
  • Conflict resolution and conflict management experience
  • Excellent time management skills and ability to multitask
  • Excellent communication skills and interpersonal abilities, including negotiation skills
  • Petroleum service experience preferred
  • Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company
  • Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer.
JF Petroleum offers:
  • Competitive pay
  • 401(k) with company match
  • Paid time off
  • Paid holidays
  • Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability
  • Life insurance-company provided
  • Bonus program eligibility
  • Paid training for field personnel
  • Uniforms provided for field personnel

*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.