Remote Service Operations Coordinator

Thermal Works Inc.; United States; A distancia; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

ThermalWorks is seeking a Service Operations Coordinator to support the Service Delivery Manager and the ServiceNow program. This role acts as the primary liaison between customers, technicians, and service management, handling dispatching, scheduling, and documentation to ensure excellent service delivery.

The ideal candidate will be technically curious, possess strong communication skills, and learn ServiceNow quickly.

Formación

• Requires strong organizational and multitasking abilities.
• Experience with service coordination and dispatching.
• Proficient communication and customer service skills.
• Experience with ticketing or work order systems.
• Comfort with learning new software platforms quickly.

Responsabilidades

• Dispatch and coordinate service requests to technicians based on priority, skill, location, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule and prioritize service activities to meet SLAs.
• Track technician progress and address scheduling conflicts or delays.
• Create, update, monitor, and close service tickets within ServiceNow.
• Support process improvements within the ServiceNow platform.
• Coordinate with technicians across Europe as needed.
• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.

Conocimientos

Communication

Organizational skills

Multitasking

Customer-focused

Team collaboration

Educación

High school diploma or equivalent

Associate's degree or technical training preferred

Herramientas

ServiceNow

Descripción del empleo

ThermalWorks is seeking a Service Operations Coordinator to support the Service Delivery Manager and the ServiceNow program. This role acts as the primary liaison between customers, technicians, and service management, handling dispatching, scheduling, and documentation to ensure excellent service delivery.

The ideal candidate will be technically curious, possess strong communication skills, and learn ServiceNow quickly.