The Service Coordinator position is responsible for managing a breadth of client's service activities including small scope projects, warranty management and administration, planned/ route maintenance, and on-demand maintenance requests. The Service Coordinator works directly with customers, vendors, and Labor Partners (lighting techs and electricians) and closely collaborates with the Logistics, Procurement, Project Management and Finance teams.
Essential Job Functions:
Manage customers' service work orders from start to finish including set up, tracking,
material ordering, partner management, warranty management, closeout, and invoicing.
Manage customers' small projects from start to finish by using systems, software, and
project management best practices to execute timely delivery of service needs.
Maintain good relationships with customers by providing best in class customer service
and ensure all service requirements are met.
Manage emergency work orders, off-hours, and overnight project management, on an ongoing basis in a rotational on-call system.
Work with and schedule Labor Partners for service and warranty work.
Hold internal and external partners accountable to scopes, budgets, and timelines.
Evaluate the quality of service, identify areas of improvements, and communicate to internal stakeholders.
Collaborate with internal stakeholders to ensure consistency in project and service quality.
Develop and implement ideas for department improvement.
Manage data and status update reporting (Oracle, SmartSheet, Sales Force & customer portals).
Become a subject matter expert in relevant areas to support service efforts.
Creation and distribution of reporting as required by your client
Perform other duties as assigned.
Skills and Abilities:
Excellent interpersonal skills, written/verbal communication with both internal and
external stakeholders.
Very fluent and efficient with Excel and working with numbers; classes or certifications are a strong plus.
Excellent critical thinking and problem-solving skills.
Accommodating, flexible, and able to respond to last minute requests.
Experience with Windows, Microsoft Office (Word, PowerPoint, etc.).
Experience communicating with vendors and customers.
Ability to multi-task, transition and keep multiple projects/tasks separated and organized.
Ability to work independently and as a part of a team.
Detail-oriented.
Education:
Bachelor's degree or equivalent experience.
Experience Required:
1-3 years customer service.
Experience communicating with vendors and customers.
Experience Preferred/Other Qualifications:
Lighting, Electrical, and LED technical knowledge.
