Shared Services Break-Fix Project Coordinator

2020 Companies•Atlanta, GA

6d•Remote

About The Position

2020 Companies is hiring a full-time Break-Fix Coordinator to coordinate, track, and follow through on break-fix and revisit requests across assigned retail programs. The role manages requests from intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring work progresses accurately and within service expectations. The coordinator works closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. The role maintains accurate case information and provides the Break-Fix Manager with the details, status, documentation, and risk information needed for client communication and program reporting. The ideal candidate is organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately. The role operates in a fast-paced, collaborative environment supporting retail execution and field operations. Coordinators own assigned operational tasks, keep documentation accurate, communicate early about risks or blockers, and work with the Break-Fix Manager and cross-functional partners to drive requests toward resolution. Ability to work CST hours is preferred.

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 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 highly collaborative with cross-functional teams.

Nice To Haves

Experience in retail execution, merchandising, field operations, client services, or operational support environments.
Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems.
Ability to work CST hours.

Responsibilities

Monitor and review incoming break-fix requests and identify required store, issue, and supporting information.
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 using the appropriate project or request process after field availability is confirmed.
Confirm scheduled visit details with stakeholders and maintain accurate case status.
Monitor designated channels for revisit requests and promptly acknowledge those requiring action.
Review original visit information, survey details, store information, assigned representative, and revisit reason.
Coordinate with Scheduling and Field Leadership to determine whether the original or a new representative should complete a revisit.
Clone and update original visits, including the assigned representative and critical assignment notes, according to established procedures.
Review Salesforce survey information after scheduled visits and contact field representatives to confirm outcomes, troubleshooting, and unresolved barriers.
Maintain 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 adequately explain 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 completed visits resolved reported issues using survey information, field feedback, and established procedures.
Engage designated SMEs when standard troubleshooting does not resolve an issue, providing relevant context and supporting visit details.
Document SME guidance and coordinate 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 making commitments outside established processes.
Communicate professionally, promptly, and responsively with field representatives and internal partners.
Partner with Scheduling, Field Leadership, the Audit team, 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.
Surface recurring questions, execution issues, or process gaps to the Break-Fix Manager for review and improvement.