Service Coordinator

hace 2 días

Saltillo, Coahuila de Zaragoza, México Skidata A tiempo completo

**Job Title:** Service Coordinator

**Department:** Customer Support

**Reports to:** Customer Support Manager

SKIDATA Group is a global leader in access control solutions. Our solutions are found in various industries, including ski resorts, shopping malls, airports, municipalities, sports stadiums, trade shows, and amusement parks around the world. Headquartered in Salzburg, Austria, and with 23 subsidiaries globally, we have approximately 1000 professionals internationally as part of the SKIDATA team. A rewarding career at SKIDATA awaits you.

**Job Summary:**

We are seeking a highly skilled Service Coordinator to join our Support Center team. This team member will ensure that our installations operate at their optimal level. The successful candidate will be responsible for supporting customer service activities, enhancing productivity, and performing specific regions. They will schedule all service request orders and preventative maintenance visits, reconcile against incoming requests, and ensure successful completion/response concerning agreed service contracts or priorities.

**Key Responsibilities:**

• Responsible for successful scheduling of service requests and primary point of contact on scheduling concerns, issues, or questions from internal or external customers.

• Effectively and efficiently plan and schedule preventative maintenance visits with customers to ensure completion within the specified period; ensure departmental goals are met.

• Effectively and efficiently manage the schedule for technicians; assign service request orders appropriately, demonstrating an understanding of the issue at hand.

• Review list of open incidents daily, quoting, ordering requested parts, and follow up in purchase requests; work in conjunction with warehouse staff to ensure delivery of parts to technician/location.

• Review list of open incidents daily, ordering requested parts and follow up in purchase requests; ensure delivery of parts to technician/location as needed, using set procedures; Follow up with supply chain to ensure timely completion of orders.

• Provide customers with accurate schedules and ETA, when required and able; effectively manage customer expectations; provide updates and follow-up information in a timely manner.

• Contact the customer on issues and concerns regarding any assigned service order and resolve any dispute. Address first-level escalations; appropriately escalate higher-level issues to proper personnel; ensure exceptional customer service is maintained.

• Assist with efficiently planning field service technician/engineer's schedule and prepare for unexpected changes. Also, confirm set schedules with the customer, service managers, and Project Managers. Ensure daily service requests are assigned to technicians/engineers in the region.

• Daily audit of service order invoices and properly invoice with the correct billing information and collaboration with the corresponding departments to correct any master data issues or inconsistencies.

• Follow up and address customers' feedback or concerns from surveys and escalate to the appropriate department if needed.

**Requirements:**

This is an experienced-level position within the Service/Customer Support Department. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• A minimum of 5+ years' experience working in a service support environment, working in a customer service, billing, or accounting support role for a mid to large-size company. Experience working in a high-volume call center is preferred.

• Exceptional customer service skills.

• Solid math skills and the ability to make quick and accurate math calculations is essential for job success.

• Intermediate knowledge or background in accounting.

• Must have strong critical-thinking skills to be able to quickly analyze, isolate, and resolve billing issues.

• Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Service Management software or ERP system is a plus.

• Excellent communication skills (verbal and written).

• Fluency in English (verbal and written) is a plus.

• Fluency in Spanish (verbal and written).

• Willingness and ability to travel.

• Must possess aptitude to learn new technologies.

**Education/Experience:**

High school diploma or higher educational degree (Associate's or BA/BS, etc.) in Business or Accounting or related field. A minimum of 5+ years' experience working in a service support environment, working in a customer service, billing, or accounting support role for a mid to large-size company. Experience working in a high-volume call center is preferred. Or an acceptable equivalent combination of education and experience.

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