Service Operations Coordinator

Responsible for the service delivery coordination and administrative functions for workshop service orders. Ensures compliance with contractual obligations. The Operations Coordinator is tasked with effective and timely management of the service work order for the Service Team.

The person in this role is also responsible for assisting in the documenting of processes and initiating process improvements while ensuring quality control, expedient and efficient productivity. Review of accurate technical reporting by workshop staff. This role will especially be focused on identifying continuous improvement processes, and support in developing guiding the assigned workshop staff members, including cross-training and individual employee growth plans and learning.

 Other Job Details:

• Wage Range: $27.00 - $32.00 per hour
• Work Location: Kent, WA & Ridgefield, WA
• Work Schedule: 7:00 AM - 3:30 PM or 8:30 AM - 5:00 PM
• Area of Responsibility for Scheduling: Seattle Metro Area

Essential Duties & Responsibilities:

• Scheduling service technicians for service, maintenance and repair on power generators.
• Coordinate and schedule service appointments for customers, ensuring optimal use of service personnel's time.
• Communicate with customers to confirm appointments, provide updates, and handle rescheduling or cancellations.
• Maintain accurate records of appointments, customer information, and service details in the company's scheduling system.
• Address and resolve scheduling conflicts or issues that arise, ensuring minimal disruption to service operations.
• Work closely with service personnel to manage their schedules and ensure they are informed of their appointments and any changes.
• Perform various administrative duties such as answering phones, responding to emails, and handling customer inquiries 
• Responsible for opening service work orders and maintaining communication with service manager and other internal customers about the service work order.
• Carefully review and analyze each request for quote to ensure that their respective quotes and orders are created to match exactly what our customers need.
• Resolve any discrepancies on the service work order
• Support AR aging inquiries; follow to resolution
• Manage and maintain optimum communications and relationship with all internal customers, as well as followed up on open quotes and orders to identify opportunities and maximize revenue.
• Coordinate with various departments involved in the service delivery process to facilitate team collaboration and timely delivery of orders.
• Organize and prioritize daily as well as ongoing request from internal and external stakeholders to ensure a timely completion of all tasks.
• Accurate record keeping, measurements and professional condition and service reporting Time Efficiency, Cost Management, Technician Safety
• Customer Experience (regular schedule updates)
• Proactive updates to internal / external stakeholders as the case may be
• Compiling all information for CLEAN billing within 5 business days from completion of job (0 mistakes in billing and reports)
• Quality Control, internal and external stakeholder feedback (management surveyed)
• Assist in Year over Year efficiency improvement: workshop margin increase min. 3%, target 5%, vs same QTR year prior
• Other duties as assigned.

Requirements

Required Knowledge, Skills, and Abilities:

• Experience with scheduling technicians for service, maintenance and repairs in the power industry or similar field such as HVAC
• Technical knowledge/experience in power generation or related field - a plus
• Must have exceptional customer service orientation
• Technical sales knowledge preferred
• Ability to read and interpret technical drawings and documents preferred
• Ability to perform multiple tasks and prioritize based on business need; and demonstrate flexible and efficient time management
• Must be proficient with Excel, Word, PowerPoint
• Experience in an ERP system
• Diverse knowledge in reading technical drawings in standard and metric measurements.
• Reliable, responsible, and dependable in fulfilling work related duties.
• Be flexible and available to interact with employees at all levels.
• Be self-directed and motivated. Possess the ability to work independently with minimal supervision.

Education and Experience Requirements:

• A minimum of 3 years related work experience.

Work Environment & Physical Demands: