Overview:
The Service & Support Coordinator plays a crucial role in managing and coordinating service operations within the organization. They act as the primary liaison between customers, service technicians, and internal departments, ensuring the seamless execution of service requests from intake to resolution. The ideal candidate is a highly detailed, highly organized multitasker who maintains professional composure and excellent service standards. This position reports to the Director of Integration.
Key Responsibilities:
Customer Interaction
- Serve as the primary point of contact for customers regarding service requests, technical inquiries, and issue resolution.
- Manage and triage incoming service requests via phone, email, and online platforms.
- Provide proactive, timely updates to customers regarding the status of their service activities.
Case Management
- Oversee the lifecycle of customer support cases, ensuring timely updates and successful resolution.
- Prioritize support requests based on urgency, operational impact, and contractual obligations.
- Maintain meticulous case notes and ensure all documentation is accurately captured in the support system.
Scheduling and Coordination
- Strategically schedule service technicians and field staff to maximize efficiency and meet customer requirements.
- Coordinate with inventory and logistics teams to ensure all necessary parts and tools are available for service delivery.
- Maintain real-time service schedules and ensure all internal and external parties are informed of adjustments.
Documentation and Reporting
- Maintain comprehensive records of service history, including technical actions taken and follow-up requirements.
- Generate and analyze reports related to service performance, response metrics, and customer feedback.
- Ensure all administrative paperwork, including service agreements and warranties, is up to date and organized.
Problem Solving
- Troubleshoot administrative and logistical hurdles to resolve customer complaints professionally.
- Identify complex technical issues and escalate them to the appropriate engineering or management teams.
Team Collaboration
- Work closely with technicians and department heads to remove operational bottlenecks.
- Support the onboarding of new team members by sharing process knowledge and best practices.
- Contribute to the continuous improvement of internal workflows and service quality standards.
Other duties as assigned
Qualifications:
- Prior applicable industry experience
- Excellent verbal and written communication skills with a focus on professional diplomacy.
- Exceptional organizational skills and the ability to manage competing priorities.
- Proven ability to work effectively under pressure and meet firm deadlines.
- High proficiency with PC/Mac platforms, Google Workspace, and exposure to CAD environments.
- Strong analytical and critical thinking skills applied to logistical challenges.
- A proactive, positive attitude and the ability to contribute to a high-performing team.
- Demonstrated ability to set agendas, track milestones, and handle multiple workstreams.
- Physical ability to lift and carry equipment up to 50 lbs.
General Position Expectations
- Working hours are generally 8 AM to 5 PM, 40 hours per week, but are governed on a project-by-project basis
- After-hours and weekend work may be required
- Mostly office-based with occasional visits to customer sites
- Ability to sit for extended periods and use a computer.
- Must obtain and pass PA child abuse clearances
Payment & Benefits Compensation
- Competitive salary of $65,000-$85,000 annually
- Health, dental, and vision insurance
- Paid time off and holidays
- 401k
- Career growth opportunities