Service Coordinator
Eden Prairie, MN Service
Job Type
Full-time
Description

This position maintains primary responsibility for handling client interactions with Parallel’s Service Desk, upholding SLA’s and standards, and ensuring overall client satisfaction. This role requires clear and concise communications with department managers, peers, field resources, and clients; including keeping clients appraised on lead times, schedule, and ticket progress.

Requirements

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

  • Receive incoming client requests through phone calls, e-mails, and customer portal
  • Create tickets for all incoming service calls
  • Coordinate resources and materials for all service calls, including required return trips
  • Prioritize service calls based on existing SLA’s, client standing, and/or significance of issue
  • Schedule and dispatch service technicians according to required skill set
  • Continuously update resource schedule to reflect availability of service technicians
  • Maintain contact with customers throughout process; update on parts/resource availability and ticket progress
  • Review service technician notes after completion of each call.  Follow-up with service technician as needed for any clarifications.
  • Validate service timecards and work orders
  • Assist shared services with invoicing
  • Administer all managed service contracts and agreements end-to-end, including billing, setup, scheduling of proactive and reactive services, and material staging
  • Update customer files as new information is received 
  • Manage and maintain on-call schedule for service technicians
  • Participate in emergency on-call rollover
  • Ability to work overtime as the job requires
  • Effectively work with manufacturers and vendors to address service-related issues and RMAs
  • Escalate client issues to Customer Service Manager in a timely and accurate manner


Skills and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

  • Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
  • Thorough knowledge of MS Office including Word, Excel, PowerPoint, etc.
  • Advanced customer service skills
  • Highly responsive and organized, with effective communication skills
  • Ability to work at a fast pace within a changing environment 
  • Effectively prioritize tasks based on importance, executing accordingly 
  • High degree of motivation, self-direction, commitment and integrity
  • Curiosity to develop better solutions
  • Strong analytical and problem-solving skills with collaborative, team-oriented mindset
  • Attention to detail, drive to exceed expectations
  • Ability to maintain sensitive and confidential information
  • Geographical knowledge of service area and/or sufficient map reading skills


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit; talk or hear; and use hands to handle, or touch objects or controls.  The employee is regularly required to stand and walk, bend, or reach above the shoulders.  Some moderate lifting (25+ lbs.) may be expected.