Technical Service Coordinator

Job Overview:

The Technical Service Coordinator is responsible for expediting service calls and orders from customers, scheduling and dispatching technicians, equipment research, ordering equipment, equipment repairs and other administrative duties. The Technical Service Coordinator is also responsible for providing pricing proposals for the customer. The Technical Service Coordinator is part of a team that is responsible for all project activities from proposal acceptance through project close out.

Primary Responsibilities (Essential Functions):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance may be measured:

Project Coordination

1. Provide operational support to Project Managers and Installation Managers during the lifecycle of projects assigned.

2. Keeps track of and provides feedback to operations team on all project milestones / tasks.

3. All customers of this position are internal to ECC.

4. Set up and completion of tasks in Q360 regarding the operations team.

Project Acceptance and Closure

1. Communicates and documents company needs, expectations, and satisfaction up to and until system(s) acceptance.

2. Assists project manager with delivery of Operations & Manual’s and Closing documents.

3. Submits required closing documents, and in accordance with company policies and procedures in a timely manner, thereby enabling the turnover of the project to the Support Department for future warranty and support

Production

1. Completes primary tasks and responsibilities within the budgeted time allotments or agreed upon timeframes, and without significant errors.

2. Provides feedback to facilitate improvements to the systems integration process.

3. Safeguards and documents equipment and materials assigned to projects in accordance with company policies.

Planning of project activities

1. Maintains current job plans and specifications.

2. Coordinates the procurement of equipment, materials, supplies, and services; controls timely delivery to job site.

3. Oversees maintenance of project files, records of job status, job changes, material flow and other control records and assigns and directs the preparation and processing of reports for internal and external use.

4. Attend project kickoff meetings, and progress meetings.

5. Create Submittal package and resubmit as needed with changes. Submittals will be sent to customer by the project manager, but both the PM and PC should track progress.

6. Maintain project documentation as well as update Q360 (including but not limited to: submittals, RFI’s, change orders, project updates, SOW, etc.…)

7. Maintain Customer / in-house records & communications.

Quality Assurance and Customer Satisfaction

1. Operates as the immediate representative or “voice” of the Company when interacting with Customers.

2. Develops a relationship with the Customer’s key decision maker in Service and Support.

3. Presents self in a professional manner and positively represents the company image.

4. Cultivates positive working relationships within and across departments.

5. Engages in behaviors that foster a healthy work environment and company culture.

6. Adheres to company-issued policies, procedures, core values, behavioral or other standards as prescribed by ECC.

Job Closure

1. Delivers project’s final documentation to the Project Manager

2. Delivers documentation and Certificate of Completion to the Project Manager within 24 hours of receipt.

3. Participates in post-project review with Install Manager, Engineering, and Account Executive.

Service Coordination

1. Answer/respond to incoming phone calls and emails in a timely fashion

2. Submit purchase requests for equipment

3. Monitor upcoming inspections, incoming parts, etc. to dispatch and schedule current/future events for service technicians accordingly on Outlook calendars

4. Maintain and process Q360 helpdesk tickets through the Service workflow daily

5. Relay work orders, messages, or status information to or from technicians or customers

6. Promotes Electronic Contracting Company Support Agreements

Required Knowledge, Skills and Ability

• Ability to read, understand, and act upon a written scope of work or work narrative
• Proficiency of programs such as MS Word, Excel and Outlook
• Must thrive in a fast-paced environment and effectively handle stressful situations
• Capable of working independently, without direct supervision or guidance, as well as in a team environment
• Must be solution-focused, forward-thinking and organized
• Ability to work overtime as required by the job

• Strong organizational skills and attention to detail
• Ability to effectively multi-task
• 3 years administrative / general office experience

Required Education and/or Work Experience

• High School diploma or GED
• 2 years in a customer-facing, customer service role

• Previous service department and customer service experience
• Experience dealing with manufacturers and vendors

Preferred Education and/or Work Experience

• Associates Degree or Higher

Motor Vehicle Requirements

• Valid driver’s license
• Proof of vehicle insurance is required for those who may drive a personal vehicle for business

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such requests should be made in writing to the position’s supervisor and/or Human Resources. All requests shall require review by the Human Resources department.

• Sitting for up 8 hours a day
• Repetitive motion, substantial movements of the wrists, hands, and/or fingers
• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects
• Ability to travel overnight, up to 5% of the time
• Ability to travel to Electronic Contracting Company regions
• Ability to use personal computers, basic scanning devices, smart phones and professional tablets

Job Type: Full-time

Pay: $15.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $15 - $25