Remote Service Delivery Coordinator

New Era Technology; West Chester (Chester County); À distance; USD 33 000 - 34 000; Plein temps

Avantages offerts par ce poste

Full Benefits

Medical

Dental

Vision

401K match

7 company holidays + generous PTO

Résumé du poste

New Era Technology is seeking a Service Coordinator to manage and execute work orders efficiently, optimize processes, and ensure timely deliverables while following PMO standards. You will handle incoming service and installation requests from Customers and Operations, maintaining clear communication in a fast-paced environment.

The role requires coordinating with customers, technicians, and sites, ensuring information accuracy, and meeting SLAs.

Qualifications

• 1 year+ related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns
• Ability to build collaborative relationships with internal and external customers
• Work independently and in a team environment
• Proactive problem-solving to address challenges
• Adapt to fluctuating priorities and changes in work environment
• Strong verbal and written communication skills
• Proficient in Outlook, Excel, Access and Word; ConnectWise preferred

Responsabilités

• Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• Review work orders and ensure information is available to complete the requested work.
• Plan and schedule work orders based on priority and resource availability.
• Communicate necessary information to resources to complete each work order.
• Document all work order related information in ticketing software with progress notes and issues.
• Maintain work order schedules and notify stakeholders of deviations.
• Monitor resource arrivals onsite within specified timeframes.
• Communicate with technicians and sites prior to install date about assignments.
• Provide status updates to customers and confirm completion of each work order.
• Attend and contribute to weekly operations meetings.
• Ensure compliance with SLAs and KPIs.
• Review work orders for accuracy and adherence to guidelines.
• Improve customer satisfaction/NPS scores.
• Follow corporate policies and procedures.

Connaissances

Customer service

Communication

Teamwork

Proactive problem-solving

Formation

High School diploma

1 year customer service experience

Outils

Outlook

Excel

Access

Word

ConnectWise

Description du poste

New Era Technology is seeking a Service Coordinator to manage and execute work orders efficiently, optimize processes, and ensure timely deliverables while following PMO standards. You will handle incoming service and installation requests from Customers and Operations, maintaining clear communication in a fast-paced environment.

The role requires coordinating with customers, technicians, and sites, ensuring information accuracy, and meeting SLAs.