Field Service Call Coordinator

Burroughs; Elmhurst (IL); Presencial; USD 45.000 - 65.000; Jornada completa

Descripción de la vacante

Burroughs is seeking a Field Service Call Center Coordinator to provide real-time management of maintenance and project service calls across the region, ensuring technicians are utilized efficiently and customer SLAs are met.

You will monitor calls, reassign based on SLA, technician availability, and location; handle customer escalations with technicians and District Managers; and document actions in the Burroughs Service Center.

Formación

• High school diploma or GED required.
• Prior customer service or problem-solving experience.
• Proficient with Windows, Outlook, Excel and Word.

Responsabilidades

• Monitor service and project calls for assigned region.
• Reassign calls based on SLA requirements, technician availability, and technician location.
• Answer customer escalations for assigned region with technicians and District Managers.
• Alert District Manager of at-risk SLAs and issues that cannot be resolved.
• Document service call actions in Burroughs Service Center.
• Collaborate with District Managers to meet efficiency and satisfaction targets.

Conocimientos

Customer service

Communication

Independence

Judgement

Teamwork

Problem solving

Punctuality

Multitasking

Adaptability

Attention to detail

Initiative

Educación

High school diploma or GED

Herramientas

Microsoft Office Suite

Descripción del empleo

Burroughs is seeking a Field Service Call Center Coordinator to provide real-time management of maintenance and project service calls across the region, ensuring technicians are utilized efficiently and customer SLAs are met.

You will monitor calls, reassign based on SLA, technician availability, and location; handle customer escalations with technicians and District Managers; and document actions in the Burroughs Service Center.