Service Coordinator

Job Description

Job Description

Overview

The Service Coordinator is a professional who is involved in the day-to-day operations of their assigned area while following the Alliance Laundry Systems quality standards, policies, and procedures. Contributes to increasing team efficiency by providing support both operationally and administratively. Participates in process improvement initiatives as a Cross-Functional team member.

The Service Coordinator is responsible for coordinating and facilitating the Service Teams' routes and schedules, as well as, responsible for organizing, and communicating all details related to customer orders for service requests of Commercial Laundry Equipment.

• Oversees and coordinates all schedules, routes, and resources of the Service team. Assign, dispatch, and allocate appropriate field personnel to different projects on a multi-state basis
• Track job, field personnel, and backlog status on the appropriate Service Tracker. Maintains records of work performed, including dispatch logs, service orders, repair orders, work orders, and other documents related to the work done by technicians
• Prepares quotes for service repairs and customer invoices. Responsible for processing all service invoices which could include collecting past-due amounts
• Customer support expert who communicates with clients to confirm the scheduling of their service and logs final date(s). Coordinates with clients and secures a point of contact to be on-site to ensure the service is efficient and safe by the time the Tech(s) arrives
• Coordinates and communicates with the installation team if additional personnel (Installation Techs) are needed based on the size and complexity of the project
• Partners with the parts department to complete the equipment and parts acquisition process, and verifies availability of parts to ensure quality and timely service calls
• Acts as a liaison between customer and office, educating and improving the experience by promoting company products and services
• Effectively communicate top level escalations to Service Manager

Education & Experience:

• High School diploma or equivalent required
• 2+ years of related work experience in a Dispatching or scheduling environment preferred. An equivalent combination of education, training, and experience will be considered
• Experience in telephone and email/ticketing system-based customer support preferred
• Proficient computer skills including using MS Outlook, Word, and Excel preferred

Skills and Abilities:

• Strong Technical Acumen; Ability to read and understand packaging, shipping documents, and safety guidelines
• Solid organizational skills and detail-oriented; Ability to self-manage workload and multiple projects simultaneously while managing and meeting deadlines
• Excellent written, verbal, and interpersonal communication skills; Communicate effectively and professionally across all levels of the organization while maintaining a positive and enthusiastic demeanor
• Strong work ethic; Self-starter, demonstrating a proactive approach, self-initiative, and tenacity. Resilient; Able to confidently navigate ambiguity and change

Standard and Physical Requirements:

• Position involves sitting long periods, standing, manual dexterity, stooping, bending
• Position requires the ability to lift, carry, push, and pull up to 50 lbs. occasionally. For greater weight items assistive devices will be provided
• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus

Alliance Team Members Demonstrate DRIVE:

• Dedicated: Follows through on commitments. Strong say/do
• Respectful: Acts with integrity and values diverse perspective
• Innovative: Always looking for a better way; leads change
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs

For New York the base compensation range for this role starts at $24.75 per hour. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.