Call Management & Service Coordination Specialist

Burroughs, Inc.; Elmhurst, Northern (IL, KY); Hybrid; 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

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.