Service Support Coordinator

Company Profile

Hanley Energy is a globally recognized innovator in mission critical power and energy efficient technologies with United States headquarters based in Ashburn, Virginia with regional offices in Boardman, Oregon. We also have a global presence in Ireland, Australia, Germany, South Africa, and the Nordics.

We specialize in the design, source, supply, install and commissioning of critical power and energy management solutions - from the power grid all the way to the factory process equipment and Data Center IT rack - coupled with comprehensive service and maintenance, security, consulting, and training.

Our approach is to develop partnerships with clients, ensuring excellent delivery coupled with cost-effective technological solutions. In this way, we help our clients to reduce energy costs, ensure 100% up-time and optimize their operational competitiveness.

Service Product Support Engineer (Full-Time Position located in our Ashburn, Virginia office)

Hanley Energy are currently looking for a Service Product Support Engineer to join our team in the Service and Maintenance Department. The Service Product Support Engineer will play a key role in supporting assigned products, with Hanley Energy customers. They will have strong technical knowledge of equipment design and maintenance, with the ability to map out repair plans in a standard work format. This role will also consist of planning and execution of the maintenance program, for the assigned products. The role will require a strong personality; keeping people to the agreements that were set and agreed. This is a permanent position with progression opportunities at both local and international level.

Job Responsibilities

• Dealing promptly and efficiently with telephone and email queries from customers, sub-contractors and staff.
• Answer customer calls to Service Department and log tickets for support.
• Ensure all service call-outs/customer tickets and relevant information are entered correctly into the database.
• During office hours main point of contact (POC) for new tickets and acknowledge receipt with originator.
• Liaise with Service Manager for assigning tickets
  • Update internal ticketing system (Smartsheet) with relevant details.
• Liaise with Service Manager/Engineers for ticket resolving
  • Communicate action plan as devised by Service Manager/Engineers to the originator
  • Follow up with the ticket owner to ensure all tickets are addressed within the allocated time, as per Service Level Agreement (SLA).
• Verify customer support requests against existing POs.
  • Notify Service Manager if PO not in place or PO value exceeded
• Escalate all tickets that run over their completion time.
• Run daily/weekly/monthly reports on ticket status for the benefit of management.
• To produce high quality and accurate documents to customer requirements, both internal and external.
• Ensuring pride in work completed to the fastest, highest quality, including quality checking.
• To have a full understanding of workflow processes and procedures.
• Support colleagues and work with other members of the admin team in order to achieve the best results for clients.
• Undertake additional duties as requested by Service Manager.

• Customer:

• Develop positive and professional relationships with customers.
• Create and maintain highest levels of customer confidence by providing a flexible and responsive service, exceeding expectations where possible.
• Take ownership of customer escalations and provide regular updates to the customer, either internal or external.
• Assist with updating monthly and quarterly customer service reports.
• Compile and issue failure analysis and long downtime reports, as required.
• Generate Quotations in relation to Service Contracts/Tasks.

Education and Experience

• 3 years similar Service Department/Contracts environment/operations
• Excellent computer skills including knowledge of Microsoft Office tools, specifically excel, word, and Email tools. Experience of using spreadsheets and databases.
• Excellent communication skills, both oral and written, including presentation skills and generation of concise and relevant reports.
• Knowledge of ISO quality systems.
• Motivated with "can do" attitude.
• Ability to work alone or collaboratively and daily as part of a wider team.
• High level of customer focus - proactive approach to service delivery and client satisfaction.
• Excellent organisational skills.
• Sharp attention to detail.
• Able to judge accurately when issues should be escalated to senior managers.
• SAP or Sage ERP experience is preferable but not essential.

Skills

• Customer Focused.
• Work as part of a team.
• Excellent organizational and time management skills.
• Sharp analytical and problem-solving skills.
• Attention to detail.
• Able to work under pressure in a fast passed office environment.
• Outstanding communication skills.
• Quick Learner

Company Benefits:

• Medical, Dental and Vision with Company Contributions
• 401(k) Plan with Company Match
• Company Paid Life Insurance, Short Term and Long-Term Disability
• Paid Holidays
• Paid Time Off (PTO)
• This position is bonus eligible.
• Employee Assistance Program

Hanely Energy is a V-3 Certified Employer

EEO is our Policy and the Law! Applicants can learn more about the companys status as an equal opportunity employer by viewing the federal and state posters Here.