Service Coordinator

Position Identification 

Non-exempt

Reports to: Service Manager 

Position Objective 

The Service Coordinator supports the Service Manager and department by ensuring operations adhere to company safety standards, meet project timelines, and maintain budget profitability, all while prioritizing exceptional customer service. Acting as a central resource, the coordinator provides comprehensive support to sales and project teams by proactively addressing customer needs and assisting local contacts with questions and concerns. Utilize available tools to become more efficient with overall processes.

Job Functions 

• Work with the Service Manager, service crews and sales staff developing leads, sales efforts, and promoting the department’s services. 

• Manage service documentation collection and submission for multiple roof management customers via portals or emails.

• Enter service orders into both FCS and TFM.

• Enters all service invoices from FCS into Navision.

• Manage the workflow of status updates throughout the life of a service ticket while making sure customers are kept informed of dispatch times / scheduling / status. 

• Manage the TMR Service Inbox.

• Provide timely customer service by communicating immediately and effectively.

• Prepare / review FCS support documents. The Service Manager, in most instances, will prepare and send the final invoice. Provide backup support to the Service Manager with final invoices.

• Assist in collection of past due accounts receivable for service-related work when escalated.

• Promote the TMR Roof Inspection / Maintenance program.

• Provide effective support to the service crews through teamwork, motivation, and positive employee relations. 

• Assist with the daily service schedule and dispatch crews in advance. 

• Investigate roof leak warranty / non warranty status.

• Work towards developing the skills to issue proposals for service-related work.

• Work towards overseeing staff, sales, service workflows, and material inventory, with a focus on achieving key sales and service targets and developing billable, quality warranty service opportunities. 

Knowledge, Skills & Experience (Essential) 

• Minimum five years of experience in production/service role and two years of experience in construction management.

• Problem Solving Ability with the ability to manage difficult customers.

• Strong attention to detail.

• Ability to communicate well, both written and verbally.

• Ability to calculate figures and amounts such as discounts and UOM configurations.

• Proficiency with Internet Explorer, Outlook Internet software, Microsoft Excel and Microsoft Word.

• Documentation Skills.

•  Superior Listening and Communications Skills. 

• Ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with associates. 

Knowledge, Skills & Experience (Desirable) 

• Follow-through skills to bring tasks to closure in a timely manner, set priorities, and a sense of urgency in accomplishing tasks in a timely manner.

• Knowledge of business and management principles.

• Preferred candidate must be able to multitask in a fast paced environment. 

Key Competencies

• Superb communication skills 

• Construction and roofing industry experience

• Sound problem assessment and problem-solving skills; Sound judgment and ability to make decisions

• Well organized; Adept at planning work and managing time 

• Extreme attention to detail and high level of accuracy 

• Initiative 

• Integrity 

• Adaptability 

• Willingness to learn 

• Teamwork and collaboration 

Benefits:

• Competitive pay within a growing company with opportunity for growth

• Health, Dental, and Vision Insurance (value of $6,400 for individual or $15,675 for family annually)
• Employer-provided Life and AD&D Insurance, and Long-Term Disability protection
• Matching 401k Retirement program
• Annual Profit Sharing Bonus
• Flexible Schedule

Occupational Health and Safety

• Employees are responsible and accountable for compliance with workplace policies and procedures for risk identification, risk assessment and risk control.

• Active participation in activities associated with the management of workplace health and safety.

• Identification and reporting of health and safety risks, accidents, incidents, injuries and property damage at the workplace.

• Correct utilization of appropriate personal protective equipment.

Working Conditions

Physical surroundings: Office environment with typical office machines and exposure to noise and temperature as well as exposure to typical hazards of shop/yard, jobsite, including ladders, construction materials, etc. Physical Effort: Extensive sitting, standing, walking. Repetitive keying, typing. Occasional lifting not to exceed 50 pounds 

Domestic/International Travel: Minimal

Extensive Hours: Subject to overtime 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Tecta America reserves the right to change, amend, add, delete and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business. Tecta America is an Equal Opportunity Employer.