Call Management Associate

Burroughs, Inc.; Elmhurst, Northern (IL, KY); On-site; USD 50,000 - 70,000; Full time

Job summary

Burroughs, Inc. is seeking a Field Service Coordinator to manage real-time maintenance and project service calls, ensuring technician efficiency and SLA adherence across the assigned region. The role focuses on optimizing call routing and resources to maximize uptime for customers.

You will document actions, reassign calls by priority and location, escalate issues when needed, and work with District Managers to meet targets for customer satisfaction and field performance.

Qualifications

• High school diploma or GED required.
• Prior customer service or equivalent problem-solving experience.
• Proficient with Microsoft Office (Windows, Outlook, Excel, Word).

Responsibilities

• Monitor service and project calls for the assigned region and reassign based on SLA, technician availability, and location.
• Respond to customer escalations for the region, coordinating with technicians and District Managers.
• Alert District Manager of at-risk SLAs and unsolved issues.
• Document service call actions in Burroughs Service Center system.
• Collaborate with District Managers to understand objectives and targets for technician efficiency and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Independent work

Teamwork

Time management

Multitasking

Decision making

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Posted Thursday, August 13, 2026 at 6:00 AM

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Job Summary:

Provide real-time management of maintenance and project service calls to ensure that Burroughs technicians are as efficient as possible, and that customer SLAs are met to the greatest extent possible with existing Field Service staffing. The objective of this role is to ensure customer satisfaction and Field efficiency, and at the same time eliminate the day-to-day call management workload from the District Manager.

Essential Functions/Key Responsibilities:

• Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location.
• Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location.
• Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers.
• Alert District Manager of at-risk SLAs and service issues that cannot be resolved.
• Document service call actions in Burroughs Service Center system.
• Work with the District Managers in assigned region to understand technician and overall region objectives and desired targets/results for technician efficiency and customer satisfaction. Perform call management functions to contribute to these overall objectives and targets.

Knowledge,Skills and Abilities:

• Knowledge of assigned territory to and technicians to enable optimal call management.
• Knowledge of Burroughs’ systems and procedures for handling and documenting calls.
• Customer Service.
• Listening, patience, and strong communication (oral/written).
• Ability to work independently.
• Ability to exercise sound judgement and make good decisions.
• Team centered / work well with co-workers to resolve issues and problems.
• Analysis and problem solving.
• Punctual and reliable.
• Multi-tasking.
• Work well in fast-paced ever-changing environment.
• Initiative.

Physical Requirements and Working Conditions:

• This is largely a sedentary role, requiring use of typical office equipment such as computer, laptop, and cell phone.
• Office position.

Education and Experience:

• High school diploma or GED.
• Prior customer service or equivalent problem-solving experience required.
• Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice depending on company/client requirements.

Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.