Position Title: Service Coordinator, National – Engineering Excellence

Reports To: Operations Manager, Self-Perform

Status: Full-time, Regular position

Category: Admin

Location Name: Engineering Excellence

This is a Remote role

Join the team of experts and realize your true potential!

Why You Should Join the Engineering Excellence Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join our winning team by applying today!

Position Summary:

As a Service Coordinator you will work with our national sub contractor network to support assigned customers and will be responsible for assigning work to those sub contractors and coordinating schedule dates with our customers. This position is critical to our success and will require strong administrative and communication skills. Also important with this position, is the ability to execute day to day tasks that will allow for delivery of outstanding service to our clients while meeting realistic margin and revenue expectations. This position requires flexible hours and overtime as needed as well as a fast paced and solution minded individual. 

Key Responsibilities:

• Manage incoming calls and service inbox (email) 
• Input work orders as required for service requested 
• Maintain D-board by updating status, schedule dates and tech assignments as needed 
• Distribute work to sub contractors and follow all scheduling and dispatch procedures to maximize efficiency 

• Ensure work is completed in a timely fashion  
• Review active work orders to ensure all are being completed in acceptable time as outlined. KPI used to measure effectiveness 
• Ensure all filed information for further action is received while tech is on site 
• Create quote leads  
• Convey and communicate service information regarding service issues, customer issues and tech issues that should be elevated to the service manager or other departments for action or resolution. 
• Provide feedback to the Service Manager on sub contractors performance and compliance to customer expectations 
• Provide feedback on continuous process improvement for efficiency and margin enhancement 
• Fluent knowledge of all customer nuances (use on-line resources daily)  
• Update customer auxiliary web systems to give clients total visibility of the progress of work status 
• Update open work order reports to give the most current, real time update to the customer 
• All other duties as assigned  

Desired Skills and Qualifications:

• High School Diploma or GED required; post high school education preferred 
• Dispatch and/or service experience preferred 
• Strong work ethic, reliable and dedicated 
• Flexibility to work with multiple and changing priorities  
• Proficient in Excel, Word and Microsoft Outlook 
• Ability to work with a sense of urgency on multiple projects simultaneously, using prioritization and effective time management skills to be successful 
• Positive Attitude 

• Negotiation skills 
• Strong administrative skills incorporating a high standard of personal integrity and business ethics  
• Assuming full accountability and responsibility for all aspects of work 
• Ability to think ahead and understand the big picture (upstream/downstream) 
• Providing high level of customer service and support (internal & external) 
• Strong analytical and quantitative skills 
• Good problem solving skills  
• Ability to multi-task and prioritize work flow, with a strong attention to detail  

What Do We Offer You as an Engineering Excellence Employee? 

Engineering Excellence offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as an Engineering Excellence valued employee. 

• Competitive Pay, including incentive opportunities for many positions 
• Paid Time Off and Company Holiday Pay  
• Medical /Dental /Vision Insurance programs 
• 401(k) Retirement Savings Plan with company matching contributions 
• Life Insurance, for you and options you can elect for your family 
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work 
• Supplemental benefit programs such as:  Legal advice, pet insurance, health advocacy programs 
• Training opportunities through our Experts University 

• Career Development opportunities