Service Coordinator - Westerville - Vertiv Corporation
Westerville, OH
About the Job
The Service Coordinator is a critical role in Vertiv Services Scheduling and Planning group responsible for scheduling, directing technicians and ensuring execution of service activities. This position contributes to the company by ensuring that all work orders are fulfilled to meet contractual requirements, maximizing revenue, nurturing internal and external customer relations, and building a positive image. The position is best suited for individuals who enjoy performing routine tasks, can handle a high-volume of work, is self-motivated, is customer focused, has good verbal and written communication skills, strong planning and organizational skills and is solutions and results oriented. This is a full-time, 40 hours/week M-F position. Prior appointment setting/scheduling experience is preferred.
RESPONSIBILITIES
* Manage day-to-day business to meet contractual obligations and exceed targets for productivity, workload, backlog, and revenue growth.
* Arrange service activity for direct and indirect service resources within a designated territory or defined work list to achieve key performance indicators. This requires many moving parts and involves a strong skillset in organization, critical-thinking and problem-solving skills.
* Initiate verbal contact with customers to achieve proactive scheduling of all billable service events.
* Monitor the scheduling and completion of preventative maintenance activities.
* Maintain scheduling calendar to ensure every technician's schedule is filled.
* Oversee scheduled events to ensure that service technicians are showing up for assigned work on-time.
* Provide timely communication and scheduling with end users for all assignments.
* Actively coordinate multiple projects to optimize workload and service delivery by coordinating incomplete activity at a customer location to minimize truck rolls and maximize technician utilization.
* Order and coordinate parts and job materials with field technician and customer as needed.
* Maintain a master listing of unscheduled activities and use performance metrics to devise plans of follow-up to continually improve completion of work activities.
* Build rapport with Customers and own the customer experience by effectively and efficiently managing customer interactions and ensuring customer satisfaction.
* Work with cross-functional groups, such as operations, sales and technical support to ensure a positive customer experience.
* Seeks creative alternatives to solving problems to drive results and engages management for support.
* Initiate schedule confirmations via email and phone call.
* Answer incoming calls and respond to voicemails and emails in a timely fashion.
* Enter and maintain customer contact information, appointment offers, scheduling attempts and notice of work forfeiture within the service management scheduling and ERP system.
* Initiate unrecoverable service notifications after multiple attempts to schedule have been unsuccessful or if customer has willingly acknowledged cancelation of service work.
* Monitors and tracks the completion of work to ensure the Customer needs are met and that the work order (service record) is closed within a day of the service completion.
* Work closely with direct and indirect (vendors) service technicians and/or Customer to reschedule service activities.
* Assign field associates on emergency service events (Monday-Friday, normal business hours).
* Encourages collaboration with the cross-functional work groups and promotes company culture among peers.
* Provide back-up assistance to other schedulers as needed.
* Maintain regular attendance at the office to execute job responsibilities. May require some overtime as the business requires.
* Adhere to company policies, procedureApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjA3MTgyLjEwNTA4QHZlcnRpdmNvbXAuYXBsaXRyYWsuY29t
RESPONSIBILITIES
* Manage day-to-day business to meet contractual obligations and exceed targets for productivity, workload, backlog, and revenue growth.
* Arrange service activity for direct and indirect service resources within a designated territory or defined work list to achieve key performance indicators. This requires many moving parts and involves a strong skillset in organization, critical-thinking and problem-solving skills.
* Initiate verbal contact with customers to achieve proactive scheduling of all billable service events.
* Monitor the scheduling and completion of preventative maintenance activities.
* Maintain scheduling calendar to ensure every technician's schedule is filled.
* Oversee scheduled events to ensure that service technicians are showing up for assigned work on-time.
* Provide timely communication and scheduling with end users for all assignments.
* Actively coordinate multiple projects to optimize workload and service delivery by coordinating incomplete activity at a customer location to minimize truck rolls and maximize technician utilization.
* Order and coordinate parts and job materials with field technician and customer as needed.
* Maintain a master listing of unscheduled activities and use performance metrics to devise plans of follow-up to continually improve completion of work activities.
* Build rapport with Customers and own the customer experience by effectively and efficiently managing customer interactions and ensuring customer satisfaction.
* Work with cross-functional groups, such as operations, sales and technical support to ensure a positive customer experience.
* Seeks creative alternatives to solving problems to drive results and engages management for support.
* Initiate schedule confirmations via email and phone call.
* Answer incoming calls and respond to voicemails and emails in a timely fashion.
* Enter and maintain customer contact information, appointment offers, scheduling attempts and notice of work forfeiture within the service management scheduling and ERP system.
* Initiate unrecoverable service notifications after multiple attempts to schedule have been unsuccessful or if customer has willingly acknowledged cancelation of service work.
* Monitors and tracks the completion of work to ensure the Customer needs are met and that the work order (service record) is closed within a day of the service completion.
* Work closely with direct and indirect (vendors) service technicians and/or Customer to reschedule service activities.
* Assign field associates on emergency service events (Monday-Friday, normal business hours).
* Encourages collaboration with the cross-functional work groups and promotes company culture among peers.
* Provide back-up assistance to other schedulers as needed.
* Maintain regular attendance at the office to execute job responsibilities. May require some overtime as the business requires.
* Adhere to company policies, procedureApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjA3MTgyLjEwNTA4QHZlcnRpdmNvbXAuYXBsaXRyYWsuY29t
Source : Vertiv Corporation
