Service Coordinator

Henry Schein

1d•$37,735 - $58,962•Onsite

About The Position

This position is responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers. Receives customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours. Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately. Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time. Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers. Determines which calls require troubleshooting, based on predetermined call type selection. Maintain communication with all facets of the center including management.

Requirements

Very good understanding of the job and apply knowledge and skills to complete a wide range of tasks.
Apply acquired knowledge of procedures and external regulations.
Work on assignments that are moderately difficult and may require judgment and initiative.
Understand implications of work and make recommendations for solutions.
May be responsible for making independent procedural decisions.
Work under minimal supervision and may determine methods and procedures on new assignments.
Typically 2 or more years of related experience.
Very good time management skills and the ability to prioritize work and meet deadlines
Very good attention to detail and accuracy
Customer service oriented and ability to work with complex issues
Ability to plan and arrange activities
Very good interpersonal communication skills
Very good written and verbal communication skills
Ability to maintain confidential and highly sensitive information
Ability to work in a team environment
Ability to multi-task
Establish productive working relationships at multiple levels within the organization
Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Nice To Haves

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

Responsibilities

Responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers.
Receives high volume customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours.
Answers general questions from customers about equipment and service.
Reroutes calls as necessary to the correct departments, and tracks calls appropriately.
Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time.
Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers.
Determines which calls require troubleshooting, based on predetermined call type selection
Reviews all open work order statuses to ensure the designated technician has received notification of the call.
Notifies Parts Order Reps of parts and equipment ready to be received into the system.
Participates in special projects and performs other duties as required.
Provide accurate information for new account set up and proper follow up.
Provides weekly status report to management via email.
Maintain a manual schedule book daily for back up purposes.
Reviews all open work order statuses to ensure the designated technician has received notification of the call