Careers > Open Positions > Service Coordinator

Service Coordinator

Little Chute, WI

20-02-170

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.

Position Qualifications

 
  • Accountability: Accountability looks at the extent to which an individual is willing to accept responsibility.
  • Accuracy: Accuracy looks at the extent to which an individual’s work is correct and error free within company policies and guidelines.
  • Active Listening: Active listening looks at the extent to which an individual actively attends to, conveys, and understands the comments and questions of others.
  • Adaptability: Adaptability looks at the extent to which an individual can fit into a changing working environment.
  • Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
  • Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
  • Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
  • Organized: Organizational skills looks at the ability of the individual to be structured and methodical in working skills.
  • Reliability: Reliability looks at the ability of the individual to be dependable and trustworthy.
  • Self- Motivated: Self motivational skills looks at the ability of the individual to reach a goal or perform a task with little supervision or direction.
  • Time Management: Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks.
  • Working Under Pressure: Working under pressure looks at the ability of the individual to maintain composure when exposed to stress.

Skills & Abilities

Required Experience:
  • No prior experience necessary
  • High School Diploma or equivalent
  • Microsoft office suite; outlook, excel, and word along with other computer systems (CRM)
Preferred Experience:
  • Related field of Information technology or information systems
  • Managing and working with multiple different types of teams; sales, accounting, service, etc
  • Associate’s degree (two year college or technical school)
  • A+ Certification (or equivalent)
Equal Opportunity Employer - Disabled/Vets