What are the responsibilities and job description for the Service Coordinator position at Alarm Systems?
Job Description
Job Description
Salary : $18-$24 starting based on experience
We are seeking a talented Service Coordinator to ensure the companys daily objectives & goals are achieved and to serve customers with prompt, high-quality product support. The position located in Milwaukee, WI, reports to the General Manager.
In this position, youll evaluate service revenues, costs, and help deliver improved customer satisfaction. In this role, you will
Prioritize, schedule, and delegate work assignments through our automated highly effectively software, managing the service technicians and office support employees to ensure all customers receive the best product support within service level agreements.
Manage escalated customer problems through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.
Assign daily tasks to in-house and outside technicians, including support tickets, programming parts, testing, training, and documentation functions.
Ensure service orders are successfully resolved by meeting customer satisfaction needs, as well as company productivity and profitability needs. Ensure that equipment performance issues are documented and presented internally to the appropriate groups when necessary.
Coach and appraise performances of the Service team regularly. Oversee Service department employee training including certification, new technologies, or changes in technical application.
Be available to receive customer service request calls during afterhours and directly coordinate field services when necessary. Available to travel to customer locations locally in support of group operations, when appropriate.
Ensure that department business practices and policies, including safe work practices, conduct of team members, internal and external communications, efficiency of problem resolution, and a customer driven focus are all maintained at a very high level.
Lead with a strategic focus to create short and long-range goals and objectives for the Service department that effectively supports the overall goals and objectives of the company.
Monitor and control service costs to ensure budgetary compliance. Collect and present data to management on resource utilization, performance to budget, and capacity needs.
Manage service department resources, including tools, equipment, and inventory.
Who were looking for?
Dont let this description deter you. If you are someone who currently works as Dispatcher, or Service Manager of a group of technicians we want to talk with you.
2 years leadership experience in service dispatching, customer service.
Exceptional leadership and the demonstrated abilities to manage a team, maintain excellent customer relationships and be both timely and responsive to internal and external customer needs.
Understanding of technology.
Proven experience growing the size and technical ability of a service department.
Working knowledge of mechanical / electrical technical applications.
Strong customer service and communication skills a must, both oral and written.
Good computer skills (Microsoft Office - Word / Excel)
Good interpersonal skills and ability to successfully handle a multi-tasked role.
Problem-solving and decision-making skills.
Benefits : 401(k)
401(k) matching
Dental insurance - available
Health insurance - available
Life insurance
Paid time off
Schedule : Monday to Friday
On call occasional after hours to coordinate and assist technicians
Salary : $18 - $24