Shared Services Break-Fix Project Coordinator

2020 Companies•Atlanta, GA

11d•Remote

About The Position

The Break-Fix Coordinator manages the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. The role oversees requests from intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, helping ensure work proceeds accurately and within defined service expectations. The coordinator works closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. They maintain accurate case information and provide the Break-Fix Manager with the status, documentation, details, and risk information needed for client communication and program reporting. The role requires organization, responsiveness, attention to detail, proactive follow-through, and appropriate escalation of exceptions. The position operates in a fast-paced, highly collaborative environment supporting retail execution and field operations. Coordinators manage multiple active requests at different stages, maintain accurate documentation, communicate early about risks or blockers, and work with the Break-Fix Manager and cross-functional partners to drive requests toward resolution.

Requirements

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 and recognize 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.
Working knowledge of Microsoft Office Suite, including Excel.
Ability to work independently while remaining collaborative with cross-functional teams.

Nice To Haves

1–3 years of project coordination, operational support, field support, customer/client support, break-fix coordination, or related experience preferred.
Experience in retail execution, merchandising, field operations, client services, or operational support environments preferred.
Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred.
Ability to work CST hours is preferred.

Responsibilities

Monitor incoming break-fix requests, identify required information, and acknowledge requests according to established 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 follow up in a timely manner.
Create Break-Fix visits through the appropriate process after field availability is confirmed, confirm visit details with stakeholders, and maintain accurate case status.
Monitor revisit channels, acknowledge requests, review original visit and survey details, and coordinate representative assignments for revisits.
Clone and update original visits, including representative assignments and critical assignment notes, according to established procedures.
Follow up after visits by reviewing Salesforce survey information and contacting field representatives to confirm outcomes, troubleshooting, and unresolved barriers.
Maintain accurate, current break-fix and revisit information in designated tracking tools and systems.
Document actions, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs.
Ensure survey information and supporting details are sufficient to understand outcomes before requests move toward closure.
Prepare case summaries, status information, and supporting documentation for the Break-Fix Manager's client communications and reporting.
Identify aging, at-risk, incomplete, or conflicting information and escalate it to the Break-Fix Manager before service expectations are missed.
Assess whether visits resolved reported issues using survey information, field feedback, and established procedures.
Engage designated SMEs when standard troubleshooting does not resolve an issue, provide relevant context, document their guidance, and coordinate next steps such as additional visits or reassignment.
Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager rather than making commitments outside established processes.
Communicate professionally, promptly, and responsively with field representatives and internal partners.
Collaborate with Scheduling, Field Leadership, Audit, SMEs, Account Management, and the Break-Fix Manager to move requests toward resolution.
Participate in cross-training and maintain working knowledge of assigned programs, workflows, systems, and escalation paths.
Support team coverage and shared workload priorities as needed to maintain service levels.
Raise recurring questions, execution issues, and process gaps with the Break-Fix Manager for review and improvement.