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Service Coordinator

In this role, you will be required to:

  • Be fully engaged and aware of the overall service operations in your territories as well as customer needs.
  • Ensure close communication and interaction with the Service Manager and other coordinators.
  • Generate new service requests in the system as necessary and attach all relevant documentation.
  • Manage the service work schedule for assigned customers and field agents.
  • Maintain the planning board in Siebel so that all internal stakeholders can view the updated schedule. Proactively communicate with field agents and local management as required.
  • Maintain and receive required documentation.
  • Arrange for equipment rentals and subcontracting as required.
  • Communicate with customers and internal stakeholders throughout projects.
  • Organize subcontracted services and equipment, including rentals.
  • Open service requests and schedule field agents to respond to emergency outages.
  • Review billing details of completed work prior to proceeding with the billing process.
  • Check completed actions on the service request to ensure accuracy and completion.
  • Monitor work packages and action items within the system to ensure the service request is progressing. Communicate all concerns to the Service Manager.
  • Create appropriate charge lines for services provided to customers. Ensure charge lines match customer purchase order if necessary.
  • Transfer leads provided by field agents to designated resources for estimating and quoting.
  • Perform billing preparation daily to meet company standards.
  • Continuously maintain Work in Progress (WIP) report to reflect current status of work in active service.
  • Ensure that all hourly time issues are resolved prior to sending jobs to billing.
  • Coordinate with Service Manager and Territory Operations Manager to ensure problematic jobs receive appropriate attention.
  • Review job performance and lessons learned while providing feedback to other coordinators or sales teams.
  • Follow and assist in the application of all safety rules and procedures, including those established by the customer.
  • Demonstrate resourcefulness and willingness to support in the event of an emergency breakdown until customer equipment is functional.
  • Perform other duties as assigned.

A Bachelor’s degree is preferred, but equivalent experience and training will also be considered.

  • Minimum of 7 years'experience in industrial service and/or business shipping preferred.
  • Must be customer oriented.
  • Ability to prioritize tasks and manage multiple priorities in a dynamic service environment.
  • Excellent communication and interpersonal skills.
  • Strong systems operation and computer skills.
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