Service Coordinator

Sky Eye Measurement Inc.•Acheson, AB

16d•Onsite

About The Position

Do you enjoy being at the center of the action? Our field teams are out solving challenges across North America, and we're looking for a Service Coordinator to help keep everything moving. From coordinating schedules and dispatching technicians to supporting customers and optimizing operations, you'll play a key role in delivering the exceptional service Sky Eye Measurement is known for. Reporting to the Field Services Manager, as a Service Coordinator, you will be responsible for supporting and coordinating field service operations to ensure efficient and effective delivery of services. You will work closely with field service technicians, customers, and internal teams to schedule, dispatch, and support service activities. Your primary goal will be to optimize field service processes, maintain high customer satisfaction levels, and contribute to the overall success of Sky Eye Measurement.

Requirements

2-5 years of Field services, coordination, or administrative experience.
Familiar with ERP/MRP systems.
Strong Microsoft Office skills, particularly Excel.

Nice To Haves

Experience working in a Field Services, industrial, construction or operational environment preferred.
Post secondary education in business, administration, trade path or a related discipline in considered an asset.

Responsibilities

Quote service requests to clients accurately, obtaining PO’s from clients and placing orders for parts.
Coordinate and schedule field service appointments based on customer needs and technician availability.
Dispatch service technicians to customer sites promptly and efficiently.
Monitor service requests and prioritize tasks to meet or exceed client expectations.
Serve as the main point of contact for customers regarding service inquiries, updates, and issue resolution.
Provide timely and accurate information to customers regarding service appointments, Technician mobilizations, and service completions.
Address customer concerns and escalate issues as needed to ensure prompt resolution.
Assist with shipping/receiving and procurement activities including PO generation.
Liaise with field service technicians to provide necessary information, work assignments, resources, and support for successful service delivery.
Collaborate with internal teams such as Sales, Supply Chain, Accounting, Projects, and Production to coordinate resources and resolve customer issues effectively.
Maintain accurate records of service activities, including service requests, scheduling, escalations, and logistics.
Generate reports on key performance indicators (KPIs) such as service resolution rates, COPQ and utilization metrics.
Maintain Preventative Maintenance and Rental Fleet data.
Contribute to Sky Eye Measurement’s NCR system with findings from Field Service.
Continuously review and optimize field service processes to enhance efficiency, productivity, and customer satisfaction.
Report data to identify trends, opportunities for improvement, and areas of concern.
Identify and recommend tools, technologies, and strategies to streamline service operations and improve service delivery.
Assist with rolling out continuous improvement initiatives.
Coordinate Field Services activities with established procedures.
Escalate Field Services issues, and other non-standard work to the Field Services Manager.