Service Coordinator

Socket.dev; Tampa (FL); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life Insurance

Voluntary Life Insurance

Short Term & Long Term Disability

Paid Vacation

Paid Sick Time

Paid Holidays

401K with Company match

Job summary

Socket.dev in Tampa, FL seeks a Service Coordinator to ensure customer expectations are met through effective communication and organized service delivery. You will coordinate field technicians, schedule visits, create service jobs, and manage documentation and invoicing with our service software.

The role requires strong interpersonal skills, ERP experience, and proficiency with Microsoft Office. You will support project managers and a service manager while delivering outstanding customer

Qualifications

• Bachelor’s or Associate’s degree, or 3 years plus of equivalent work experience.
• Experience using ERP systems in a service environment (Microsoft AX preferred).
• Proficiency with Microsoft Excel, Outlook, and Word.
• Experience dispatching technicians from a central hub.
• Excellent interpersonal skills to represent the company professionally.
• Ability to explain technical information to relevant parties.
• Ability to write with clear communication.
• Positive attitude and sense of humor.
• Team player yet self-driven to meet tasks and deadlines.

Responsibilities

• Scheduling and dispatching of field labor to meet customer needs and expectations based on the nature of the call (Emergency, Preventive Maintenance, available resources and customer needs). Ensure information is accurately entered in operating system.
• Create new service jobs in operating system and assist with closing out work tickets, reviewing work tickets for accuracy, and invoicing customers weekly for service performed.
• Effectively utilize service software in the delivery and management of service activities: opening service calls, supporting and scheduling planned preventative maintenance visits, updating customer information, creating purchase orders.
• Assist with calls with customers to ensure customer expectations are met, while helping to transfer information to new field service tools.
• Support Project Managers and Service Manager with manpower planning and scheduling by establishing a work plan and preventative maintenance schedule to fulfill assigned account commitments.
• Manage service contract profitability by ensuring executed labor and materials match planned gross margin levels, execute monthly agreement billings, and effective cost containment procedures.
• Provide administrative support by assisting Service Programmers and Project Managers with documentation to close work tickets and/or service projects.
• Deliver outstanding customer service as well as measure and maintain a quality delivery process for continuous improvement.
• Perform other duties as assigned, including learning all functions of new operating system (via online, in person, and on the job training).

Skills

Interpersonal skills

Written communication

Team player

Self-driven

Meet deadlines

Explain technical information

Proficiency with computer applications

Education

Bachelor’s or Associate’s degree, or 3 years plus of equivalent work experience

Tools

Microsoft AX

Siebel

Job description

This position will ensure customer expectations and commitments are met through effective communication with our customers, providing support and information, prioritizing service calls and direct coordination with field employees.

• Scheduling and dispatching of field labor force to meet customer needs and expectations based on the nature of the call (Emergency, Preventive Maintenance, available resources and customer needs). Ensure information is accurately entered in operating system.
• Create new service jobs in operating system and assist with closing out work tickets, reviewing work tickets for accuracy, and invoicing customers weekly for service performed.
• Effectively utilize service software in the delivery and management of service activities: opening service calls, supporting and scheduling planned preventative maintenance visits, updating customer information, creating purchase orders.
• Assist with calls with customers to ensure customer expectations are met, while helping to transfer information to new field service tools.
• Support Project Managers and Service Manager with manpower planning and scheduling by establishing a work plan and preventative maintenance schedule to fulfill assigned account commitments.
• Manage service contract profitability by ensuring executed labor and materials match planned gross margin levels, execute monthly agreement billings, and effective cost containment procedures.
• Provide administrative support by assisting Service Programmers and Project Managers with documentation to close work tickets and/or service projects.
• Deliver outstanding customer service as well as measure and maintain a quality delivery process for continuous improvement.
• Perform other duties as assigned, including learning all functions of new operating system (via online, in person, and on the job training).

• Bachelor’s or Associate’s degree, or 3 years plus of equivalent work experience.
• Experience in using established Enterprise Resource Planning systems in a service environment.
• Microsoft AX is ideal, but others (i.e. Siebel) are acceptable.
• Very comfortable with computer applications and ability to perform wide range of tasks in Microsoft Excel, Outlook, and Word.
• Experience in a service environment, where technicians are dispatched from a central hub.
• Excellent interpersonal skills to represent the company to customers and other outside contacts in an ethical and professional manner.
• Possess the ability to explain technical information to relevant parties.
• Must have experience in writing as well as demonstrated understanding of computer programs.
• Have a positive attitude and a sense of humor.
• Ability to work in a team with varied personalities yet be self-driven to meet tasks and deadlines.

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life Insurance

Voluntary Life Insurance

Short Term & Long Term Disability

Paid Vacation

Paid Sick Time

Paid Holidays

401K with Company match