Operations Assistant

Summary:

The Operations Assistant takes action under the direction of the Area Manager to ensure that operations goals are achieved by undertaking focused and appropriate daily business activities

Position Responsibilities:

• Under the direction of the Area Manager
  • Routing – Route and assign daily work schedules for local area technicians and contractors
  • Scheduling - Assist management in the creation of technicians long term work schedules using company scheduling software
  • Fleet Management - Track local office fleet and service schedules using fleet management software
  • IRT - Assist management with technician issue resolution tracking
  • Pre-Call Customers - Plan and assist pre-calling of customer to verify appointment times
  • Operational Research – Perform research on operational metrics, including but not limited to:
    • TC12
    • Unpaid Trouble Calls
    • Daily Completion Rate
    • NC30 Completion Rate
    • CSAT
    • Connectivity
    • Core 6 QAS
    • First AM Clock-In
    • On-Time Performance
  • Trouble Call Resolution - Assist management with trouble call resolution through customer interaction
  • Stats Boards - Update and maintain office statistics tracking and information boards
• In coordination with the appropriate Field Service Manager
  • Customer Issues - Resolve customer issues/complaints
  • Statistical Metrics - Report individual performance of first clock-in, TC12, NC30, and accepting DC job assignments
• In support of the Warehouse Technician
  • Understand all warehouse processes and software including but not limited to:
    • Ordering
    • Receiving
    • Pre-Pull for Techs
    • Transfer to/from Techs
    • Process RA’s
    • Ship RA’s
  • Assist in the warehouse as needed during busy times and/or when the warehouse person or administrative assistant is unavailable.
• In support of the Administrative Assistant
  • HR/Payroll - Assist office Administrative Assistant with payroll, work order resolution, preparing all required documentation, and coordinate with corporate HR to resolve employee issues as required
  • Record Keeping –
    • File records in accordance with company policy and procedure
    • Perform periodic computer file backups
    • Enter data, and ensure data accuracy, into company computers, company authorized databases and company authorized computer programs as required.
• Work under minimal supervision on duties and assigned tasks of substantial variety and complexity.
• Work overtime and weekends as required
• Other duties as assigned

Requirements:

• Some prior knowledge of warehouse processes and procedures
• Ability to learn HR policies and procedures
• Skill/Ability to prepare records, reports and correspondence neatly and professionally; Ability to follow directions and meet deadlines
• Ability to operate a variety of office machines including copier, fax machine, 10 Key calculator, and scanner
• Must be able to operate a personal computer using Microsoft Word, Excel, Outlook
• Type accurately at a speed of at least 45 wpm
• Establish and maintain effective working relationships with coworkers and the general public
• Demonstrate proficiency in both oral and written communication
• Organizational skills and ability multi task and work independently
• Must be at work fully prepared and on time for the entire duration of every scheduled work day

Education:

An Associate of General Studies is preferred or high school diploma/GED or equivalent based on experience.

Experience:

Two years of business operations experience; or any equivalent combination of experience and training that provides the required knowledge, skills and abilities. Spanish speaking bilingual preferred.

Typical physical demands:

Must be able to sit for approximately 8 hours per day; must be able to lift 75 pounds occasionally. Some repetitive motion required. 

Typical mental demands:

Must be able to analyze information and handle multiple job tasks.   Must be able to adjust to change and diversity.  Must be able to accept working in a changing environment.

Working Environment:

Typical office environment/business setting.