Service Delivery Coordinator

Remote if not located near a Telaid Office

Department: Service Delivery

Reports To: Manager, Service Delivery

FLSA: Hourly/Non-Exempt

Hours of Work: Full Time


Who We Are

Telaid is a provider of technology deployments solutions to multi-site clients. For over 40 years Telaid


has been the technology partner of choice for enterprise clients that want to accelerate technology adoption and drive positive business outcomes through scalable, repeatable programs. Telaid understands the critical need to integrate emerging technologies quickly and precisely. Everything we do is designed to help our customers deploy and manage technologies efficiently and cost effectively.


Telaid has an unprecedented ability to execute complex, large scale technology projects on time, and on budget.


Our Core Values are - Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing
Summary of Position


The Service Delivery Coordinator will play a key role in supporting the Field Service Team by scheduling field technicians, building relationships with our field labor workforce, and achieving budget and technician quality performance metrics. This role operates within the Dispatch Team to optimize scheduling of field technicians to meet Telaid's customers' schedules for construction, rollouts, and service. This role serves both internal and external customers. Internally, you will provide a service to all members of the Service Delivery team as well as support all other Telaid employees. Externally, your services will focus on showing value to our outside service providers and Telaid customers.


Primary Duties and Responsibilities

• Recruit and source outside service providers to support service and project teams, especially those that require specific skills, licenses, or relevant experience and training
• Partner Utilization
• Build and maintain relationships with our outside service providers
• Advocate for outside service providers to adopt and correctly utilize the Telaid labor platform systems
• Support new business partners onboarding journey and engagement with Telaid
• Control labor spend to meet or beat planned labor budgets
• Overcommunicate and demonstrate best practices when sourcing labor for our clients
• Learn and understand Telaid's customer requirements and apply that knowledge
• Establish, capture, report, and use KPI metrics and data within ServiceNow such as tech performance ratings, late, no show, first visit resolution, timely deliverable and closure, and SLA compliance
• Perform all dispatching responsibilities in scheduling outside service providers for work orders:
  • Perform outbound calls to sell tickets not sold via the automated WO invite process.
  • Document all sell activity/efforts in the system (calls, emails, etc.)
  • Understand the scope of work of assigned jobs and effectively communicate client requests to technicians.
  • Retain knowledge about specific clients or projects you are supporting.
  • Support all aspects of project and rollouts (scheduling, creating routes, pre-sell activities).
  • Manage labor spend to the set FLB or below for your assigned tasks (SN Wallet) and escalate if at risk or exceeding set thresholds.
  • Perform other work-related duties as assigned by management.

Skills and Personal Attributes

• Proficiency in the Microsoft Office 365 suite
• Clear and professional verbal and written communication
• Strong multitasking skills to handle multiple priorities at once
• Ability to adapt to resolve issues that arise
• Desire to work in a fast growing changing environment

Education and Experience

• High School Diploma or equivalent required.

Benefits

• 401k with employer matching and Profit Sharing
• Medical, Dental, Vision, Life and Disability Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Other Voluntary Benefits:
  • Critical Illness and Accident Insurance
  • Pet Insurance
  • Bark - Parental controls to ensure online safety for kids
  • Norton LifeLock Identity Protection
  • Employee Discount Program