Service Coordinator

• New Era Technology offers:   

  · Full Benefits

  · Medical

  · Dental

  · Vision

  · 401K match

  · 28 PTO Days including company holidays

SUMMARY: The Service Coordinator manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables while adhering to PMO standards and methodologies. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. This position receives incoming service and installation requests from Customers and Operations during business and after hours.

PRIMARY DUTIES & RESPONSIBILITIES include but are not limited to:    

• Planning and Scheduling:
  • Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
  • Review work orders and ensure all necessary information is available to successfully complete the requested work.
  • Plan and schedule work orders based on priority and resource availability.
  • Properly communicate all necessary information to resources to successfully complete each work order.
• Monitoring Progress and Documentation Tracking:
  • Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
  • Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
  • Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
  • Monitoring resources arrival onsite within the specified timeframes.
  • Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
  • Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
  • Document and communicate with the appropriate team regarding resource performance and issues.

• Adherence to SLAs and Performance Metrics:
  • Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
• Quality and Compliance:
  • Ensure compliance with quality standards and operational procedures.
  • Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
  • Improve customer satisfaction/NPS scores.
  • Ensure that corporate policies and procedures are understood and followed.
  • Attend and contribute to weekly operations meetings.

COMPETENCIES & KEY SKILLS:

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word; Alert and ConnectWise preferred

EDUCATION & EXPERIENCE REQUIRED:  

• High School diploma or equivalent
• At least one year of previous customer service experience required

PHYSICAL DEMANDS:

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

EXPECTED HOURS OF WORK: Full Time, 40 hours per week, plus overtime as needed   

TRAVEL: None

LANGUAGE SKILLS: English

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.