Service Coordinator

·        TheService Delivery Manager (SDM) serves as the primary coordinator for serviceand project delivery activities, including customer intake, scheduling,resource coordination, material procurement, and communication with customers,technicians, and internal stakeholders.

·        Thisrole is best aligned with a Service Project Coordinator position, withresponsibilities that include project tracking, schedule management,documentation, and support of delivery-related activities.

·        Theideal candidate will have experience in coordinating service operations and aworking knowledge of HVAC, Building Automation Systems (BAS), and/or Securityand Access Control systems. Strong organizational, communication, andmultitasking skills are essential, along with the ability to support multipleprojects and service requests in a fast-paced environment.

Top3 Skillsets Needed:

·        Multitaskingmultiple work streams at one time. This will be for several different locationsand workloads within those locations.

·        Thisrole is not to run meetings but rather to run programs at the same time.

·        Theability to predict next steps and ask about next steps to proactively act onthese multiple workloads.

·        Thisperson must have experience driving and not simply monitoring projects ormaking calls.

·        Thisperson must engage others, anticipate issues, anticipate priorities andconstantly be reprioritizing their day and actions of others based on newinputs of what is urgent, behind, has a deadline, or affects other’s ability tocomplete their projects pieces.

·        Thisperson will be the hub and will have to drive traffic.

·        Followthrough and strong oversight along with well-organized processes that are agilefor the reprioritizing mentioned in the last skill.

Theprimary areas of focus for this position are:  

·        CustomerService Request Intake

·        Planningand preparation for core service execution teams

·        Ownershipof all coordination for core service delivery

·        WorkOrder Creation and lifecycle management

·        Cross-functionalcollaboration and communication to ensure streamlined and expeditious delivery

·        Directsupport of our customers 

·        Operationalexcellence and world class service delivery  

Dutiesinclude but not limited to: 

·        ServiceDelivery Planning for all core service types

·        ServiceAgreements

·        Reactivework orders

·        QuotedService

·        RelationshipDevelopment with execution/action teams

·        Coordinationof internal and external teams and subcontractors in a rapid response businessenvironment

·        Networkinginternally and externally 

Qualifications: 

·        Familiarityand a general understanding of the systems we support and the components within

·        Stronginterpersonal skill including the ability to manage in highly chargedsituations internally and externally 

·        Exceptionalcommunication skills - verbal and written 

Software/Skills:

·        StrongExperience with Microsoft Office

·        Virtual(PC Based) Call Systems (Genesys system preferred)

·        WorkOrder Management Systems (Salesforce bFO/bFS Lightning preferred)

·        Tableau(user level)

·        MicrosoftDynamics (Preferred)

 Requirements: 

·        Commitmentto excellent customer service 

·        Bestin class organizational skills

·        Abilityto manage and prioritize multiple responsibilities simultaneously

·        ShapeExpectations & Outcomes

·        Completeand accurate Customer Service Request Intake

·        Responsetime

·        Accuracyof work order creation

·        PrioritizationMaterial Ordering

·        Coordinationof supplemental labour, subcontractors, outside service providers, etc.Planning and Scheduling