Service Coordinator (HE LLC) (55693)

HANLEY ENERGY GROUP•Lansdowne, VA

7d•$38 - $46•Onsite

About The Position

Serving the Critical Power & Energy Management Industry, Hanley Energy is a fast-paced and rapidly expanding company with strong customer focus. We are a multi-award-winning global innovator, delivering mission-critical and energy-efficient solutions that help our clients to reduce energy costs, ensure 100% up-time and optimize their operational competitiveness. We offer a comprehensive range of critical infrastructure products and services that encompass electrical design, software controls, lifecycle management, service & maintenance, consulting and training. Our approach is to develop long-term partnerships with our customers & vendors, ensuring excellent service coupled with cost-effective technological solutions. With a global customer base and offices across the United States, Ireland, Australia, Europe, South Africa, and the Nordics we are looking for someone to join our Service Team as a Full-Time Service Co-Ordinator. Based in our US Headquarters in Ashburn, Virginia, the successful candidate will be the type of person who can handle changing priorities, who can deal with multiple tasks, will have an outgoing personality, and will always be welcoming and friendly both face to face and over the phone.

Requirements

3+ years’ similar Service Department/Contracts environment.
Certificate/Diploma in Business in any discipline. In lieu of formal qualifications, relevant administration experience in a technical or fast paced environment will be considered.
High level of customer focus - proactive approach to service delivery and client satisfaction.
Excellent computer skills including knowledge of Microsoft Office tools, in particular: Excel, Word, PowerPoint and Email tools.
Experience of using spreadsheets and databases.
Excellent communication skills, both oral and written, including presentation skills and generation of concise and relevant reports.
Ability to work independently or collaboratively as part of a wider team as required.
Motivated with "can do" attitude.
Ability to accurately judge when issues should be escalated to senior managers.
Excellent organizational skills.
Good attention to detail.

Nice To Haves

Experience in dealing with Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools is preferable.
Specific knowledge of Salesforce and SAP is an advantage.
Knowledge of ISO quality systems is an advantage.

Responsibilities

Acting as a point of contact (POC) for the Service Department, dealing promptly and efficiently with telephone and email queries from customers, sub-contractors and staff to resolve service disruptions and maintain customer operational continuity.
Managing customer service requests to the Service Department by logging support tickets and ensuring all callouts, customer tickets, and related information are accurately entered and maintained in Hanley Energy’s Ticketing and Lifecycle Management database.
Coordinating cross functional teams to drive resolutions, communicate progress and maintain customer confidence during escalations and high-priority service events. This will include supporting and working with other members of the wider Hanley Energy team to achieve the best results for our customers.
Maintaining ownership of service documentation & records, to include work orders, workflows & processes, reports, and scheduling records to ensure accuracy, on-time delivery, compliance and full visibility throughout the service lifecycle.
Liaising with management, as required, to assign, monitor, and resolve tickets & customer issues.
Dispatch technicians for on-site or remote jobs, track job progress and anticipate resourcing needs.
Monitoring Service performance against established metrics, Service Level Agreements (SLAs), contractual obligations and customer expectations while proactively identifying and mitigating delivery risks.
Analyzing service metrics, operational trends and customer feedback to identify opportunities for continuous improvement. Support such process improvements, in partnership with other internal stakeholders, to optimize scheduling, resource allocation, workload balancing and operational efficiency.
Advising on and communicating action plans, as devised by Service Manager/Engineers, to the field teams and other appropriate audiences.
Supporting Service Contract administration, renewals, billing verification and additional revenue generating Service activities. This will include procurement and tracking of equipment, software and inventory to support such service functions.
Attending meetings and taking ownership of daily/weekly/monthly reports on Service activities for the benefit of team members and management.
Immediately escalate to senior team members or the Service Manager, as appropriate, any issues requiring resolution.
Undertaking additional duties as requested by Service Manager.
Building and maintaining positive, professional relationships with Hanley Energy customers and stakeholders, consistently representing the company in a positive, customer-focused manner.
Creating and maintaining the highest levels of customer confidence by providing a flexible and responsive service, exceeding expectations where possible.
Taking ownership of customer escalations and providing regular updates to the customer in addition to line management.
Assisting, in partnership with Hanley Energy’s technical teams, the issuance of customer service reports, compiling & issuing failure analysis & long downtime reports and regular Customer Quality Review meetings on a monthly or quarterly basis.