Service Coordinator

Bosch Building Technologies•Kelowna, BC

3d•CA$45,833 - CA$66,000•Onsite

About The Position

Responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes our internal systems and other systems to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer-facing and must be able to create a customer-centric experience that promotes our trusted brand within the marketplace.

Requirements

An organized individual with a strong commitment to customers, co-workers and work processes.
Experience with Windows and Microsoft Office products.
Excellent customer service.
Strong interpersonal skills and ability to work within a team structure.
High attention to detail with strong organizational skills.
Ability to prioritize and manage time efficiently for self and others.
Excellent command of the English language verbal, written and telephone skills.
Resourceful with the ability to research information and present results to internal clients.
Accountable, co-operative and attentive to productivity and corporate profitability.
Ability to build strong relationships with both internal and external customers.
A proven client-focused approach that will embrace the Bosch Building Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing.

Nice To Haves

Security industry knowledge, along with regulations and standards
Experience with Microsoft Dynamics.
Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems.

Responsibilities

Perform service coordination, including daily scheduling for service calls, inspections and repairs/installs related to service (scheduling labor, communication with client).
Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity.
Relay schedule & service details to technicians
Express an understanding of contracts and service billing to ensure work orders are accurate and invoiced in a timely manner and escalate any discrepancies or issues to the Operations Manager
Deliver and maintain response times to customers within guaranteed response windows and send post-service reports.
Problem solving by corresponding with the client, defining customer requirements and anticipating the unstated needs of the customer.
Provide ongoing two-way communication between the customer and the Field team.
Understand service capabilities and effectively communicate all offerings to the customer.
Obtain purchase orders from customers as needed.
Escalate customer complaints to the Operations Manager
Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
Perform additional duties as required