Service Operations Specialist

JF Group • Sioux Falls, SD

3h • $22 - $25 • Onsite

About The Position

The JF Petroleum Group is a leader in the North American fueling infrastructure industry, providing comprehensive solutions for distribution, construction, and service. The Service Operations Specialist will be responsible for the effective deployment of technicians to customer work orders. This role is part of the branch leadership team, working closely with the Service Manager and Lead Technician(s) to ensure high-quality service delivery in line with customer expectations. The Specialist will serve as a key contact point for National Service Accounts (NSA), Supply Chain, the Customer Care Center, and Service Billing.

Requirements

• High School Diploma or GED, required
• Highly organized
• Familiarity with ServiceMax & knowledge of MS Office (Excel, Outlook, Word, Teams)
• Team player; demonstrated ability to work collaboratively in a high-performing, fast paced team environment.
• Conflict resolution and conflict management experience
• Excellent time management skills and ability to multitask
• Excellent communication skills and interpersonal abilities, including negotiation skills
• Must be able to meet company’s employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company
• Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer.

Nice To Haves

• Petroleum service experience preferred

Responsibilities

• Review branch workload and assign work orders to technicians based on priority, skills, and efficient routing.
• Proactively manage technician work order assignments to meet daily hour limits and minimum time off the clock.
• Proactively manage technician response time relative to customer-designated work order priority (SLA).
• Monitor weather, road closures, and other critical information for technician safety and to inform customers of potential delays.
• Maintain communication with Service Manager, Service Director, CCC Agents, NSA Specialist, and technicians regarding resource availability.
• Update SERVCON tool to provide realistic customer expectations for technician deployment.
• Communicate SLA deviations to customers when required.
• Schedule site surveys and ensure completed survey information is attached to the ServiceMax WO & Project Workbook.
• Collaborate with Service Project Manager to allocate technicians for projects according to project schedules.
• Monitor work order bill-to accuracy, purchase orders, and not-to-exceed (NTE) authorization amounts.
• Coordinate customer NTE increase requests with technicians and NSA specialist or customer.
• Verify contact name, phone, and email for COD service requests.
• Ensure technicians have checked-in and checked-out of customer portals.
• Monitor service quality KPIs (FTF, SLA, revisit resolution) and financial KPIs (billing efficiency and overtime).
• Facilitate technician achievement of KPIs.
• Participate in monthly Service Ops calls with Service Leadership to review branch performance and identify improvements.
• Create work orders as needed to ensure completion of customer service requests.
• Create SPO requests to support rapid first visit site restoration or timely revisit resolution.
• Coordinate deployment of subcontractors and JF techs when required.
• Monitor completion of subcontractor work to enable WO closure and invoice processing.
• Accept and respond to customer concerns regarding work order completion and quality.
• Ensure customer recall service requests are assigned to technicians for completion.
• Coordinate expediting and delivery assurance of tech parts requests (PRQs) with the Supply Chain team.
• Assist technicians with finding and obtaining parts.
• Locate technicians with specialized tools to complete work orders.
• Ensure technicians are allocated NRG time for vehicle inspections, maintenance, inventory cycle counting, safety meetings, training, PTO, etc.
• Supplement technician training with individual instruction on business processes and administrative tools.
• Transfer control of technicians on temporary assignment to other branches and accept control of arriving technicians.
• Monitor customer site assignments by branch and adjust as technician home locations change.
• Learn and stay current with customer operating procedures (COPs).
• Familiarize oneself with relevant state regulations impacting technician assignments and documentation.

Benefits

• Competitive pay
• 401(k) with company match
• Paid time off
• Paid holidays
• Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability
• Life insurance-company provided
• Bonus program eligibility
• Paid training for field personnel
• Uniforms provided for field personnel

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED