Service Coordinator
Service Experts

Job Info

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Service Coordinator - Self Perform

Reports To: Operations Manager, Self-Perform

Status: Full-time, Regular position

Location Name: Engineering Excellence

Location Address: 4360 Glendale Milford, Road, Blue Ash, OH

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.

Position Summary:

As a Service Coordinator you will work with an assigned Branch Manager(s) and be responsible for scheduling work for our HVAC technicians and coordinating schedule dates with clients. 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 is an onsite position, Monday-Friday. This position requires flexible hours and overtime as needed as well as a fast-paced and solution-minded individual.

Key Responsibilities:

• Fluent knowledge of all customer nuances and SLAs (use on-line resources daily)
• Answering incoming calls from technician and operations support
• Maintain dispatch board by updating statuses and maintaining proper schedule dates
• Convey and communicate all information regarding service issues, customer issues and tech issues that should be escalated to the branch manager, service manager or any departments for action or resolution (safety or access issues, store has relocated or moved locations)
• Provide feedback to the Branch Manager on technician performance and compliance to customer expectations
• Work between departments and processes to ensure Self-Perform service work orders/clients are set up properly
• Provide feedback on continuous process improvement for efficiency and margin enhancements
• Update open work order reports to give the most current, real time update to the customer
• Update customer auxiliary web systems to give clients total visibility of the progress of work
• Maintain an accurate materials list for SP sites, report any equipment discrepancies
• Complete credit applications for new vendors, process vendor invoices for payment and reconcile vendor statements
• Issue purchase orders for service materials, truck stock and tools using standard procedures
• Process technician personal reimbursements
• Promote safety policies with the field employees
• Support Branch Manager(s) and/or Field Supervisor(s) as needed:
  • Creating and submitting quotes to customers for approval
  • Scheduling technician jobs by prioritizing and matching capacity and demand
  • Order or follow up on parts for service, quotes or PMs
  • Coordinate daily technician check out and work assignments for next work day (dropping work orders and scheduling technicians, prioritizing the work based upon SLAs)
• All other duties as assigned

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?

We offer 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 a 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
• Career Development opportunities

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