Service Coordinator – Remote with East Coast hours

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

Base Salary of $60K-$75K. 2-3 years of scheduling/dispatching experience, preferably in the Critical Power industry is required.