Service Operations Coordinator - iSoftTek Solutions Inc

The Operations Coordinator is responsible for the service delivery coordination and administrative functions for workshop service orders. Ensures compliance with contractual obligations. The Operations Coordinator is tasked with effective and timely management of the service work order for the Service Team.  In addition, the person in this role is responsible for assisting in the documenting of processes and initiating process improvements while ensuring quality control, expedient and efficient productivity. Review of accurate technical reporting by workshop staff. This role will especially be focused on identifying continuous improvement processes, and support in developing guiding the assigned workshop staff members, including cross-training and individual employee growth plans and learning.

Essential Duties & Responsibilities:

• Responsible for opening service work orders and maintaining communication with service manager and other internal customers about the SWO
• Carefully review and analyze each request for quote to ensure that their respective quotes and orders are created to match exactly what our customers need.
• Record and track time and travel expenses related to service personal working on the job
• Invoice service work orders and ensure bookings are correct, totals match the customer PO
• Resolve any discrepancies on the service work order
• Support AR aging inquiries; follow to resolution
• Manage and maintain optimum communications and relationship with all internal customers, as well as followed up on open quotes and orders to identify opportunities and maximize revenue.
• Coordinate with various departments involved in the service delivery process to facilitate team collaboration and timely delivery of orders.
• Organize and prioritize daily as well as ongoing request from internal and external stakeholders to ensure a timely completion of all tasks.
• Assist in overseeing the work quality and productivity of the staff
• Business related tasks include Workshop Processes and Organization (cleanliness, layout, work-flow) End-Product Reliability/Quality and customer satisfaction Balanced personnel utilization 
• Accurate record keeping, measurements and professional condition and service reporting Time Efficiency, Cost Management, Technician Safety
• Customer Experience (regular schedule updates)
• Proactive updates to internal / external stakeholders as the case may be
• Designing and implementing workshop efficiency improving processes
• Compiling all information for CLEAN billing within 5 business days from completion of job (0 mistakes in billing and reports)
• Quality Control, internal and external stakeholder feedback (management surveyed)
• Assist in Year over Year efficiency improvement: workshop margin increase min. 3%, target 5%, vs same QTR year prior
• Other duties as assigned.

Requirements

Required Knowledge, Skills, and Abilities:

• Technical knowledge/experience in maritime and energy industry preferred
• Must have exceptional customer service orientation
• Technical sales knowledge preferred
• Ability to read and interpret technical drawings and documents preferred
• Must have solid negotiation skills
• Ability to perform multiple tasks and prioritize based on business need; and demonstrate flexible and efficient time management
• Must be proficient with Excel, Word, PowerPoint
• Experience in an ERP system
• Diverse knowledge in reading technical drawings in standard and metric measurements.
• Reliable, responsible, and dependable in fulfilling work related duties.
• Be flexible and available to interact with employees at all levels.
• Be self-directed and motivated. Possess the ability to work independently with minimal supervision.

Education and Experience Requirements:

• An associates or bachelor’s degree in procurement, supply chain and distribution, technical science or other related area or equivalent experience of a minimum of 3 years related work experience.

Benefits

Medical, Dental, Vision, 15 days PTO, 10 Paid Holidays, Life Insurance, AD&D, Short/Long Term Disability, 401K with Company Match, Pet insurance, Optional Supplemental Insurances, Legal Assistance for Identity Theft, Health Advocate, Tuition Assistance, Maternity and Paternity Leave, Adoption Aid. 

• Wage Range: $30.00 - $34.00 per hour, based on skills and experience
• Travel expectations: up to 25%