Position Title: Service Coordinator, National - Engineering Excellence
Reports To: Operations Manager, Self-Perform
Status: Full-time, Regular position
Category: Admin
Location Name: Engineering Excellence
This is a Remote role
Join the team of experts and realize your true potential!
Why You Should Join the Engineering Excellence Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join our winning team by applying today!
Position Summary:
As a Service Coordinator you will work with our national sub contractor network to support assigned customers and will be responsible for assigning work to those sub contractors and coordinating schedule dates with our customers. This position is critical to our success and will require strong administrative and communication skills. Also important with this position, is the ability to execute day to day tasks that will allow for delivery of outstanding service to our clients while meeting realistic margin and revenue expectations. This position requires flexible hours and overtime as needed as well as a fast paced and solution minded individual.
Key Responsibilities:
Manage incoming calls and service inbox (email)
Input work orders as required for service requested
Maintain D-board by updating status, schedule dates and tech assignments as needed
Distribute work to sub contractors and follow all scheduling and dispatch procedures to maximize efficiency
Ensure work is completed in a timely fashion
Review active work orders to ensure all are being completed in acceptable time as outlined. KPI used to measure effectiveness
Ensure all filed information for further action is received while tech is on site
Create quote leads
Convey and communicate service information regarding service issues, customer issues and tech issues that should be elevated to the service manager or other departments for action or resolution.
Provide feedback to the Service Manager on sub contractors performance and compliance to customer expectations
Provide feedback on continuous process improvement for efficiency and margin enhancement
Fluent knowledge of all customer nuances (use on-line resources daily)
Update customer auxiliary web systems to give clients total visibility of the progress of work status
Update open work order reports to give the most current, real time update to the customer
All other duties as assigned
Desired Skills and Qualifications:
High School Diploma or GED required; post high school education preferred
Dispatch and/or service experience preferred
Strong work ethic, reliable and dedicated
Flexibility to work with multiple and changing priorities
Proficient in Excel, Word and Microsoft Outlook
Ability to work with a sense of urgency on multiple projects simultaneously, using prioritization and effective time management skills to be successful
Positive Attitude
Negotiation skills
Strong administrative skills incorporating a high standard of personal integrity and business ethics
Assuming full accountability and responsibility for all aspects of work
Ability to think ahead and understand the big picture (upstream/downstream)
Providing high level of customer service and support (internal & external)
Strong analytical and quantitative skills
Good problem solving skills
Ability to multi-task and prioritize work flow, with a strong attention to detail
What Do We Offer You as an Engineering Excellence Employee?
Engineering Excellence offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as an Engineering Excellence valued employee.
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
Training opportunities through our Experts University