Service Coordinator II

Primary Responsibilities

• Perform intake, scheduling, service quoting, part ordering, tech coordination efforts
• Handle incoming service requests via phone or email or customer portal which result in a work order to be scheduled and dispatched to proper personnel
• Provide updates within service portal
• Timely and accurate information to incoming customer order status and product knowledge requests
• Track open service calls and provides after service follow-up to maintain customer satisfaction
• Access and update on a daily basis customer website for service requests, site findings, quote approvals and billing needs
• Procures all materials needed to complete service requests
• Replenishes truck stock to encourage 1st time fixes (MTTR)
• Inspection/PMI- Ensure on time completion of preventative maintenance and inspection tickets
• Work with field teams and third-party sub-contractors to meet staffing requirements. Drive On-time inspection KPI to ensure contractual obligations are met
• Identify, track and drive deficiency tickets
• Customer Service- Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction
• Must be a champion for our customers and comfortable working across all functions and departments
• Utilize various methodologies to research and resolve issues
• Act as liaison between customer and vendor, seamlessly collaborating to achieve goals and bring work orders to completion
• Interact daily with internal/external contacts using multiple systems to ensure accurate information
• Exhibit professional behavior with all interactions - internal and external
• Provide timely feedback to the company regarding service failures or customer concerns
• Service Revenue- Ensuring all work orders are completed and invoiced timely
• Review and prep all work orders thoroughly to minimize billing challenges
• Work closely with the Finance department to resolve billing/vendor issues
• Effectively steward company resources

Basic Qualifications

• High school diploma
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• 1+ years’ experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high pressure environments
• Excellent time management and organizational skills
• Able to coordinate multiple customer strategic needs and initiatives
• Able to travel as needed, up to 20% of time

Preferred Qualifications

• Bachelor’s degree in business management, personnel management, project management or related
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion