Shared Services Break-Fix Coordinator

2020 Companies•Atlanta, GA

16h•Remote

About The Position

2020 Companies is now hiring a full-time Break-Fix Coordinator! The Break-Fix Coordinator is responsible for the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. This role manages the operational workflow from request intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring requests move forward accurately and within defined service expectations. The Break-Fix Coordinator partners closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. Coordinators maintain accurate case information and provide the Break-Fix Manager with the details, status, documentation, and risks needed for client communication and program reporting. The ideal candidate is highly organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately.

Requirements

1–3 years of project coordination, operational support, field support, customer/client support, break-fix coordination, or related experience preferred
Strong organizational skills and attention to detail
Ability to manage multiple active requests, deadlines, and competing priorities simultaneously
Strong written and verbal communication skills
Ability to follow established workflows while recognizing when an issue requires escalation
Strong follow-through and a demonstrated sense of urgency in time-sensitive situations
Problem-solving skills and comfort gathering information from multiple sources before determining next steps
Experience within retail execution, merchandising, field operations, client services, or operational support environments preferred
Working knowledge of Microsoft Office Suite, including Excel
Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred
Ability to work independently while remaining highly collaborative with cross-functional teams

Responsibilities

Monitor and review incoming break-fix requests and identify required store, issue, and supporting information.
Acknowledge incoming requests according to established Break-Fix procedures and communication standards.
Coordinate with Scheduling and Field Leadership to identify priority and backup representative options.
Contact assigned field representatives, confirm availability within required service windows, and maintain timely follow-up.
Create Break-Fix visits using the appropriate project/request process once field availability is confirmed.
Confirm scheduled visit details with applicable stakeholders and maintain accurate case status.
Monitor designated channels for revisit requests and promptly acknowledge requests requiring action.
Review original visit information, survey details, store information, assigned representative, and reason for revisit.
Coordinate with Scheduling and Field Leadership to determine whether the original representative or a new representative should complete the revisit.
Clone and update original visits, including assigned representative and critical assignment notes, according to established procedures.
Follow up after scheduled visits by reviewing Salesforce survey information and contacting the field representative to confirm outcome, troubleshooting performed, and any unresolved barriers.
Maintain accurate, current Break-Fix and revisit information within designated tracking tools and systems.
Document actions taken, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs.
Ensure survey information and supporting details are sufficient to understand the outcome before moving a request toward closure.
Prepare accurate case summaries, status information, and supporting documentation for the Break-Fix Manager to use in client communication and reporting.
Identify aging, at-risk, incomplete, or conflicting information and escalate it to the Break-Fix Manager before service expectations are missed.
Determine whether a completed visit resolved the reported issue based on survey information, field feedback, and established procedures.
Engage designated SMEs when standard troubleshooting does not resolve an issue and provide complete context regarding the issue, actions attempted, and supporting visit details.
Document SME guidance and coordinate required next steps, including additional visits or reassignment when appropriate.
Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager rather than independently making commitments outside established processes.
Maintain professional, timely, and responsive communication with field representatives and internal partners.
Partner with Scheduling, Field Leadership, Audit team, SMEs, Account Management, and the Break-Fix Manager to keep requests moving toward resolution.
Participate in cross-training and maintain working knowledge of assigned Break-Fix programs, workflows, systems, and escalation paths.
Support team coverage and shared workload priorities as needed to maintain service levels.
Surface recurring questions, execution issues, or process gaps to the Break-Fix Manager for review and improvement.