Careers > Open Positions > Service Coordinator

Service Coordinator

Little Chute, WI

18-02-186

The service coordinator works with our customers and sales teams to coordinate schedules for our technical resources to assist our customer base.  This position monitors and assists in ensuring our technical resources are scheduled for maximum productivity. The service coordination team also reviews resource time sheets for accuracy of billing. 


Essential Functions

  • Respond to requests received from customers, sales staff, technical resources and other requestors to assist in scheduling technical resources to meet our customers’ needs.  Requests may come via in person communication, phone, email or on-line.
 
  • Align the correct resource to the job needed.   If it isn’t the primary resource assigned to the account, ensure they are communicated with appropriately.
 
  • Confirm with customers the scheduled date and time of the scheduled appointment.  Confirm scheduled appointment again the day before schedule date.
 
  • Communicate scheduled events to the sales staff appropriately if they weren’t included on the original request.
 
  • Communicate any scheduled changes needed with the scheduled resource, the customer and the sales staff for the account.
 
 
  • Follow up with customer the day following scheduled service to determine customer satisfaction and ensure there are no outstanding issues. Schedule follow-up as necessary.
 
  • Immediately communicate with the Account Manager on any customer situation beyond normal service including customer complaints, additional product to be ordered, change in contact person, business relocation or other issues as they arise.
 
  • Work with Technicians on all replacement and warranty parts that need to be ordered.
 
  • Ensure equipment is pulled and ready for technicians as necessary for installations and that all equipment and parts leaving HBS is accompanied with all correct documentation including packing slips or warranty documentation.
 
  • Ensure all bad warranty parts are returned in a timely manner to the Parts Agent for correct vendor reimbursement.
 
  • Monitor all software programs used by HBS in the reporting, documentation and follow-up of service issues.
 
  • Other duties, as assigned.

Position Qualifications

  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Accuracy - Ability to perform work accurately and thoroughly.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and
 questions of others.
  • Adaptability - Ability to adapt to change in the workplace.
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Conflict Resolution - Ability to deal with others in an antagonistic situation.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • Organized - Possessing the trait of being organized or following a systematic method of
performing a task.
  • Reliability - The trait of being dependable and trustworthy.
  • Self-Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using
his or her own drive or initiative.
  • Time Management - Ability to utilize the available time to organize and complete work within
 given deadlines.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Skills & Abilities

  • Education: Associate's Degree (two year college or technical school), preferred
 
  • Experience: No prior experience, necessary.
 
  • Computer Skills: Microsoft Office Suite
 
  • Certifications & Licenses: A+ certification (or equivalent), preferred
 
Equal Opportunity Employer - Disabled/Vets

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