Service Coordinator – Remote (w/ East Coast Hours)

Service Coordinator

As a Service Coordinator your main responsibilities include:

• DIRECT SERVICES SCHEDULING

• Scheduling of monthly Preventive Maintenance (PM's) with clients

• Scheduling of T&M job assignments with clients

• Ensuring properly skilled Field Service Engineer (FSE) is on site for all jobs

• Management of the salesforce.com FSE calendar

• Confirmation of weekly scheduled events & scope with clients, vendors and FSE's

• Schedule confirmation including, date, time, SCOPE, equipment & scheduled technicians to avoid scheduling mishaps or FSEs being turned away from site

• Updating of weekly FSE On Call schedule

• Balancing FSE schedules and managing weekend overtime

• Managing FSE training schedule

• Handling emergency calls, dispatching FSE, updating case, coordination with client through to completion of case

• Check parts status prior to scheduling and confirming to ensure job will be completed on time

• Ensuring a Method of Procedure document (MOP) is in place with client if needed

• MANAGED MAINTENANCE SCHEDULING

• Schedule subcontractors for Managed Maintenance Agreements

• Ensure subs show up on time

• Ensure subs complete paperwork

• FIELD SERVICE REPORTS (FSR) | General

• Issuing FSR's to lead technicians

• Tracking FSR completion by FSE's

• Linking FSR to billable opportunities

• Issuing FSR Reports to clients when requested

• FIELD SERVICE REPORTS | Subcontractors

• Obtain vendor reports and uploading to salesforce.com CRM

• Linking FSR to billable opportunities

• FIELD SERVICE REPORTS | Follow Up Required

• Reviewing action items from FSR's for necessary follow up

• QUOTES & JOB MANAGEMENT

• T&M Quotes and Job Management

• Ensuring an order is in place for all dispatch/scheduling requests

• Obtaining a PO when necessary for emergency service requests or kicking back to sales

• Responsible for order documentation on schedule events and FSRs

• Obtaining security access, Certificate of Insurance (COIs) for QUS and subcontractors

• GENERAL ACTIVITIES

• Answer service hotline during business hours

• Work well with co-workers and departments to streamline and improve operations and delivery to our customers

• Maintain professional looking work area at all times

Qualifications:

• Strong customer service and phone communication skills a must

• Must be able to multitask and manage multiple urgent items simultaneously

• High school diploma or the equivalent

• Ability to read and comprehend instructions and information

• Ability to use Microsoft Office programs

• Ability to use/learn Salesforce.com (CRM)

• Two to Three years of experience in a dispatch/scheduling position a plus

• Excellent communication and coordination skills

• 2-3 years of scheduling/dispatching experience required. Critical Power experience a major plus!

Salary

Base Salary of $50K-$60K