Service Coordinator

Carrier • Lisle, IL

1d • Onsite

About The Position

Under general supervision, the Service Coordinator is responsible for partnering with account managers to drive the profitable execution, growth and satisfaction of their customer portfolio. Through partnership with your assigned teams, the service coordinator effectively owns the scheduling for planned service as well as time and material and service projects. A key position within the service department, the role is responsible for contributing to the productivity and efficient scheduling of your field teams. You will ensure we meet commitments to the overall satisfaction of our customers and the business. Key business functions of the role include championing the service agreement renewal process, timely and accurate billing of reactive service as well as cost awareness of your team agreement portfolio.

Requirements

• High school diploma or GED.
• 2 years of billing and scheduling/dispatching experience.

Nice To Haves

• Strong written and verbal communication skills.
• Strong business and accounting acumen.
• Ability to multitask and manage multiple issues concurrently.
• Ability to prioritize work activities based on the impact to desired business targets.
• Proficiency in MS Office and advanced estimating and execution tools.
• Experience with cloud based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
• Strong teaming skills.

Responsibilities

• Partners with the Service Account Manager to prepare execution plans for scheduled service visits.
• Manages service team scheduling to ensure maximum efficiency in execution and customer expectations.
• Engage with the service specialists to actively schedule unplanned work to meet client needs.
• Answers customer calls.
• Resolves or escalates issues to appropriate party.
• Open work orders/triage client calls upon a request for service.
• Ensures specialists are provided with weekly schedules that maximize productivity and utilization opportunities.
• Proactively ensure weekly schedule is communicated to customer contacts.
• Adjust accordingly and communicate with the internal team.
• Assign and dispatch specialist(s) to scheduled and unplanned service using service technology platform.
• Coordinate assurance plan completeness, closure and reporting from service team to SAM.
• Ensure and perform timely completion and billing of out of scope service requests (T&M and repairs).
• Meet established invoicing KPI’s and aging unbilled targets.
• Proactively call clients upon close of service out of scope call.
• Ensure closure, check satisfaction, notify of pending invoice and gather purchase order if not already in hand.
• Champions the renewal process at 120 days prior to expiration.
• Engage SAM and others on the account team as required to ensure on time renewal of existing base.
• Prepare and complete agreement or renewal booking.
• Remotely support the service specialist team in quoting, approval and scheduling the execution of field service work.

Benefits

• Health Care Benefits: Medical, Dental, Vision
• Wellness incentives
• Retirement Benefits
• Paid vacation days, up to 15 days
• paid sick days, up to 5 days
• paid personal leave, up to 5 days
• paid holidays, up to 13 days
• birth and adoption leave
• parental leave
• family and medical leave
• bereavement leave
• jury duty leave
• military leave
• purchased vacation
• Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Health Savings Account
• Health Care Spending Account
• Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees