Service Coordinator - Technology Solutions

Description

DEPARTMENT : SERVICE AND SPECIAL PROJECTS

REPORTS TO : SERVICE MANAGER TECHNOLOGY SOLUTIONS

OVERVIEW :

The Service Coordinator supports the service department.

NO RECRUITERS OR AGENCY CALLS, RESUMES OR EMAILS PLEASE

Compensation for this role : $28-$35 / hr Depending on Experience

General Responsibilities

Maintain open communication lines with all working relationships

Follow up to ensure items for which the job is accountable are performed

Earn and maintain customer trust

Uphold the core values of the organization

Work well with others to accomplish the mission of the organization

Specific Responsibilities

Provide excellent customer service through communication, scheduling and follow-through in line with core values of the organization

Coordinate schedule for Service Technicians and ensure provision required items to perform their role

Own and execute administrative tasks and event duties for the service department

Work Order Processing

Answer calls from customers on service line

Create work orders received from service line or pass information to Account Managers

Evaluate new work orders for completion and accuracy

Track deadlines and communicate with customers to schedule work in timely manner

Maintain scheduling board, run weekly scheduling meeting, and input assignments

Review previous day's assignment statuses and notes, and coordinate any outstanding items with Supervisors or Service Technicians, or move to billing status

Answer calls from Service Technicians

Check and escalate or action internal feedback on daily basis

Update customer contact information as necessary

Maintain multiple customer portals

Order material, equipment, or subcontracting from vendors and coordinate delivery

Uphold Service Pledge and Work Order Process

Coordination and support to Service Technicians

Process departmental onboarding and offboarding of technicians and apprentices

Make updates to accounts for Field Connect, Encore store, etc.

Create and maintain new van binders as needed

Assign / request repairs for cell phones, iPads and their software

Maintain Service Technician uniform inventory

Assist with vehicle fleet management assignments and spare van coordination

Record management and administrative needs

Create and update department documents and records

Process, record and audit PTO requests for the department

Create on-call schedule and coordinate updates with on-call service

Miscellaneous office administration to support the department

Event planning

Plan weekly and monthly meetings, including calendar invitations, room reservations, and catering

Request and make arrangements for safety, iPad, or other training as required

Plan and host annual department events

Plan quarterly office birthday celebrations, and send cards to field personnel

Coordinate with Account Managers the distribution of holiday gifts and cards to customers

Other duties as may be assigned

KNOWLEDGE, SKILLS AND ABILITIES :

Knowledge of

Scheduling coordination

Spectrum or FieldConnect Software, but not required

Microsoft Office products, specifically, Outlook, PowerPoint, and Excel

Soft skills and high emotional intelligence / control

Skill in

Providing exemplary customer service

Scheduling and directing people

Anticipating needs of service department from a coordination standpoint

Decision making, prioritizing service requests, and making quick judgements

Time management, problem solving, multitasking, forward thinking

Adapting to new and changing requirements, environments, and / or information

Estimating resources needed to complete required tasks

Business writing; effective written and oral communication sufficient to be able to elicit and communicate information and achieve understanding

Establishing and maintaining effective working relationships with customers, vendors, consultants, management, and employees

Organizing work to accomplish tasks; prioritizing and reprioritizing to meet job needs

Ability to

Think outside the box

Approach work with highly organized mindset

Track numbers and data

Stay focused in a high stress environment

Be a Team Player

Work well under pressure

PHYSICAL REQUIREMENTS :

Climbing

Crawling

Driving

Kneeling

Lifting (up to 50 lbs)

Sitting

Standing

Stooping

Vision acuity (near and far)

Walking

REQUIREMENTS :

Previous experience in customer service, scheduling, or other coordination / administrative work will be highly regarded.

Previous experience with AV Integration, Telecom, or Construction Administration will be highly regarded.

High School Diploma Required.

Benefits of this role :

Encore Electric provides excellent benefits for our employees, including : medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.

Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore's in house training program.

This position is eligible for cell phone allowances and the short-term incentive program.

Applications will close for this position on : December 1, 2025 or until role has been filled.

For questions regarding this role, please contact : recruiting@encoreelectric.com

To request an accommodation during the application process, please contact HR@EncoreElectric.com .

Encore Electric, Inc. is an EOE, including disability / vets.

Benefits of this role :

Encore Electric provides excellent benefits for our employees, including : medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.

Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore's in house training program.

This position is eligible for cell phone allowances and the short-term incentive program.

Applications will close for this position on : December 31, 2025 or until role has been filled.

For questions regarding this role, please contact : recruiting@encoreelectric.com

To request an accommodation during the application process, please contact HR@EncoreElectric.com .

Encore Electric, Inc. is an EOE, including disability / vets.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https : / / www.eeoc.gov / poster) notice from the Department of Labor.