Service Coordinator

Service Coordinator

Role Overview: The successful candidate will thrive in a high-energy and dynamic environment, assisting in a variety of tasks to support customers, manufacturers, and business partners. This includes dispatching service technicians to install, service, and repair electric, gas, or steam-powered commercial foodservice and refrigeration equipment, on both an emergency and scheduled basis, while communicating all levels of the service cycle with the customer through email and phone calls. The Service Coordinator will report directly to the Senior Service Manager.

Key Responsibilities

Adaptability in a Dynamic Environment:

· Flourishes in a fast-paced, ever-changing environment, adept at managing shifting priorities and assignments.

· Demonstrates a nimble approach, adapting swiftly to unforeseen changes while maintaining a constructive and upbeat attitude.

Scheduling and Rescheduling:

· Takes initiative in scheduling technicians thoughtfully, optimizing resource allocation.

· Exhibits adaptability and resourcefulness, adjusting schedules with agility and precision as situations evolve, ensuring customer needs are consistently met.

Attention to Detail:

· Displays meticulous attention to detail in coordinating service requests, ensuring comprehensive and accurate communication of essential information.

· Vigilantly oversees ongoing service activities, ensuring each aspect is conducted with precision and efficacy.

Resilience and Professionalism:

· Demonstrates resilience and maintains a professional demeanor when faced with challenges or receiving feedback.

· Employs robust problem-solving skills to navigate unexpected hurdles, ensuring effective and timely resolution of issues.

Customer and Technician Coordination:

· Works closely with others in the Service Dept. to coordinate technicians according to customer requests, assign technician workloads, dispatch workers to the job, and update service information within the dispatch system.

· Fields customer questions regarding service and communicates to staff.

· Ensures accuracy of customer data entered into service orders.

· Enter and acknowledge customer's orders, advise customer on order changes, order status, prices, and follow up on quote status.

Qualifications

· High School diploma or its equivalent

· (7) years of education and/or experience in related area

· Excellent customer service, communication, and problem-solving skills

· Excellent organizational skills, must be motivated, a self-starter, and able to follow through on duties and assignments with minimal supervision