Service Coordinator

Primary Responsibilities

• Answer/respond to incoming phone calls and emails in a timely fashion
• First line of communication with the customers answering questions, checking on orders, handling inquiries, concerns of services rendered and invoice preparation
• Submit purchase requests for equipment, process material returns and material repairs
• Maintain and process Q360 helpdesk tickets through the Service workflow daily
• Manage the planning and scheduling of technicians to service calls
• Relay work orders, messages, or status information to or from technicians or customers
• Promote Electronic Contracting Company Support Agreements (Complete Care)
• Ensure quality assurance and customer satisfaction
• Operate as the immediate representative or “voice” of the Company when interacting with Customers
• Develop a relationship with the Customer’s key decision maker in Service and Support
• Present self in a professional manner and positively represent the company image
• Cultivate positive working relationships within and across departments
• Engage in behaviors that foster a healthy work environment and company culture
• Adhere to company-issued policies, procedures, core values, behavioral or other standards as prescribed by ECC
• Review all service projects to ensure they are accurate for technicians
• Demonstrate the ability to work cross-departmentally by collaborating with Purchasing, Operations, Sales, Customer Service, Accounting, and other internal teams to achieve business objectives, resolve issues, and support organizational initiatives
• Serve as the primary point of contact for partners, ensuring clear and timely communication regarding system updates, changes, and requirements
• Relay all system-related changes and updates to partners through email, phone, and in-person interactions
• Collaborate with internal teams and external partners to ensure accurate implementation of system modifications
• Conduct contract reviews to ensure compliance with organizational policies, contractual obligations, and operational requirements
• Collaborate with stakeholders to identify, review, and communicate contract amendments, renewals, and changes impacting partner relationships
• Work closely with the Purchasing Department to identify, source, and procure new materials required to support operational and customer needs
• Partner with Purchasing to research and locate alternative materials when existing products are unavailable, backordered, or discontinued
• Coordinate the evaluation and replacement of discontinued materials, ensuring suitable substitutes meet quality, cost, and operational requirements
• Facilitate communication between suppliers, purchasing personnel, and internal stakeholders to ensure material availability and continuity of operations
• Maintain accurate records of partner communications, contract documentation, material changes, and system-related updates
• Foster strong partner relationships by providing responsive support and effectively addressing inquiries, concerns, and service issues
• Monitor and follow up on action items to ensure contractual commitments, material sourcing initiatives, and system changes are implemented successfully and within established timelines

Required Knowledge, Skills And Abilities

• Thrive in a fast-paced environment and effectively handle stressful situations and maintain calm composure
• Read, understand, and act upon a written scope of work or work narrative
• Proficiency of programs such as MS Word, Excel and Outlook
• Capable of working independently, without direct supervision or guidance, as well as in a team environment
• Solution-focused, forward-thinking and organized
• Able to work overtime as required by the job
• Organizational skills and attention to detail
• Effectively multi-task

Required Education And/or Work Experience

• High school diploma or higher
• 2+ years in a customer-facing, customer service role with progressive administrative and general office experience
• Experience dealing with manufacturers and vendors in some capacity

Preferred Education And/or Work Experience

• Associate degree or higher
• Experience supporting project management, construction operations, or logistics functions
• Experience working with inventory management or ERP systems

Physical Requirements

• Ability to sit, stand, walk, bend, kneel, and reach throughout the workday
• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects
• Ability to work in both office and warehouse environments
• Ability to use computers, scanners, mobile devices, and other business technologies effectively
• Visual acuity sufficient to inspect materials, review documentation, and perform assigned work accurately
• Ability to travel to job sites as needed

Job Type

Full-time

Schedule

8-hour shift
7:30 am – 4:30 pm (1 hour lunch)
Day shift

Work Location

In person / Lincoln