What are the responsibilities and job description for the Professional Services Coordinator position at Prismatik?
Essential Functions:
- Manages full glidewell.io customer lifecycle from close of sale through the first one hundred (100) days of premier Support.
- Schedules all installation and training events for glidewell.io customers. Ensures accuracy in a very fast paced environment.
- Manages the glidewell.io calendar balancing customer, staff, and revenue demands to support a profitable and well balanced delivery schedule.
- Establishes, maintains, and updates files, databases, records, and/or other documents.
- Coordinates all back office onboarding efforts including, but not limited to, creating the customer’s profile in SharePoint, ensuring they receive all welcome and training materials, distributing & collecting readiness documentation, and arranging pre- and post-installation training.
- Coordinates shipping and fulfillment of glidewell.io systems in tandem with the installation schedule; closely monitors mill pick-ups.
- Coordinates all glidewell.io field service activities including maintenance visits and retrofit operations.
- Independently monitors support communications to identify when an onsite service visit is required.
- Reviews account history and service issue to determine what maintenance activities and parts are required.
- Uses Field Service Module to schedule appropriate maintenance technician and order necessary parts.
- Ensures necessary parts are handed off or shipped in a timely and cost effective manner.
- Manages Professional Services’ stock of consumable materials and ensures each Implementation Specialist and Field Service Technician’s installation and training materials are replenished as necessary.
- Serves as primary customer service contact for glidewell.io program; services as first tier Support for customer issues and escalates to the Professional Services Manager when appropriate.
- Maintains a relationship between sales, client success managers, customer technical support, and implementation specialists for all scheduling needs.
- Serves as the Project Coordinator for Professional Services project based work including the roll out of new programs and systems.
- Works directly with the Professional Services Team to deliver high quality service.
- Performs other related duties and projects as directed by management.
Education and Experience:
- High school diploma or equivalent; Bachelor’s degree preferred.
- Minimum five (5) years related experience in a project or office coordination role, preferable in a professional services organization.
- Power user experience with an ERP, CRP, PSA, or Field Service module required.
- Previous experience in a customer facing role required.
- Scheduling experience in a professional setting required.
Pay Range: $23.00-$24.00 p/hr.
Salary : $23 - $24
