Account Service Coordinator I

EMSAR•Wilmington, OH

2d•Remote

About The Position

Headquartered in Austin, Texas, EMSAR is a fast-growing national field services company providing maintenance, repair and installation services to OEMs in the Healthcare, Life-Science, Self-Service/Kiosk, and Security space. EMSAR’s customer-centric model enables us to customize and deliver the highest quality solutions to our blue-chip and emerging client base. EMSAR’s portfolio of services includes: On-site technical field support, including maintenance & repair FDA field change orders (“recalls”) Bench repair and remanufacturing Installation Call center Contract manufacturing and logistics FDA compliance and validation Project management Training and education We are looking to add a team member who is passionate about making EMSAR’s world better. The Account Service Coordinator I thrives in an evolving, exciting environment. The successful candidate will be strategic, comfortable combining multiple sources of information, driven by efficiency, and maximizing available resources. Comfort with and adaptability to change are key for this role as a perfect schedule may have to change in a moment because a piece of equipment requires urgent repair. In service, adhering to customer SLA’s and KPI’s drive results, so an Account Service Coordinator I must positively contribute to their District’s pursuit of these metrics. Customer satisfaction is second nature to an Account Service Coordinator I. The ideal candidate will be adept at de-escalating tense situations and problem solving with a team. Other qualities necessary for this role are an appetite for learning, listening and questioning.

Requirements

Associates Degree, Bachelors Preferred
1-3 years logistics or transportation experience
1-3 years scheduling and routing experience
General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
General experience in SalesForce/ServiceMax or equivalent
Understanding of variables that impact service delivery in a scientific environment
Outstanding interpersonal and written communication skills
Proficient in Microsoft Office Suite and other and cloud-based software
Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
OR Bachelors Degree
1 year logistics or transportation experience
1 year scheduling and routing experience
General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
Platform experience in SalesForce/ServiceMax or equivalent
Understanding of variables that impact service delivery in a scientific environment
Outstanding interpersonal and written communication skills
Proficient in Microsoft Office Suite and other and cloud-based software
Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
Customer Service - provide helpful, courteous, accessible, responsive and knowledgeable support to staff, clients, and others at all times
Problem Solving - Identifies potential issues, find solutions by looking beyond the obvious, and apply effective methods for solving problems to support the business objectives.
Strong interpersonal/communication skills
Detailed oriented and demonstrate a high degree of accuracy when performing data entry

Responsibilities

Coordinate work planning and scheduling across multi-functional work team and client contacts in accordance with established processes and procedures
Determine requirements of new work orders
Receive work order information from Account Service Dispatcher
Review field service technicians and engineers existing schedules.
Dispatch work orders as requested to technicians and field service engineers.
Utilize map layers and skillsets to maximize technician routing
Utilize thresholds to maximize the number of billable hours in a day
Create technician schedules to minimize overtime and travel
Plan schedules 2-4 weeks out
Reorganize and change schedules to attend to urgent repair calls
Work with Supervisor to meet District KPIs and customer SLA’s
Coordinate scheduling of services provided by vendors and on-site team(s)
As requested, receive tracking and reports on completion of work.
Work with operations teams to ensure work is being completed within client required timeframe (SLA / contractual obligations).
Follow standard workflow process and provide a weekly/monthly forecast of work orders
Demonstrate understanding of dispatch and field operations departments.
Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings.
Performs additional duties as needed and/or assigned by supervisor/manager