Company Info
Gemsys Money Handling Systems Inc.

Oakville, (Canada)

Phone: Confidential
Web:

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Service Coordinator

Job ID: 50732
Job Views: 5309
Location: Oakville, Ontario, Canada
Zip Code:
Job Category: Customer Service
Employment Type: Full time
Salary: Neg per year

Occupations

Customer Support: Account Management (Non-Commissioned), Bank Teller, Call Center, Customer Training, Flight Attendant, General-Other: Customer Support-Client Care, Hair Cutting-Styling, Reservations-Ticketing, Retail Customer Service, Technical Customer Service

Job Description

Western Ontario (Oakville/Mississauga Region) Canadian owned and operated innovative and growing Equipment Sales and Service Company is currently seeking a full-time, hands-on Field Service Coordinator to join their team. French and English speaking preferred

The Service Coordinator is the first point of contact for after sales support and is therefore responsible for handling customer service requests, inquiries and complaints in a professional manner, and in accordance with Company policies and procedures.

The Service Coordinator will take the lead in solving basic operational issues and customer problems while possessing the knowledge and experience to know when other departments need to engaged on issues; or when issues need to be escalated to a the Service Supervisor or Manager level. This role facilitates the entire after sales support process from a customer inquiry; issue of the necessary paperwork; warranty, contract and payment details; data entry; call dispatch (on-site, depot and advance replacement) and call management until the issue/inquiry has been resolved/completed to the customer’s satisfaction.

The Service Coordinator is responsible for overseeing and dispatching jobs to inside and field Technicians, and service partners. The Service Coordinators function on a daily basis involves multiple scheduling and dispatching of technicians to different jobs, while minimizing cost and maximizing productivity of our workforce and maintaining excellent customer service. He or she works closely with the Service Supervisor, Service Manager and other team members within the department and interfacing departments. Leads by example

  • Performs all customer service and dispatch functions including technician check-ins, routing and scheduling, and communication regarding service requests with daily duties to include:
  • Scheduling service, and satisfying customer requests
  • Ensuring service is completed according to established standards
  • Answering customer inquiries in a professional manner
  • Dispatching calls to appropriate technician based on individual skill set. designated routes and technician location
  • Typing and proofreading service jobs
  • Coordinating with other departments clarifying roles and responsibilities for resolving service issues
  • Distributing and coordinating all internal correspondence
  • Monitors and reports lifecycle of Job from open to close. Closings to include checking accuracy of job service reports, entering data into database, checking rate, and parts consumed, validating against contract terms billable and non-billable charges
  • Schedules and ensures delivery of preventive maintenance service calls
  • Participates in quality control verification on service calls made by the Technical Service Representatives
  • Completes daily status reports and assists in follow-up on pending/incomplete, or complete calls and to assists resolving any problems
  • Perform data entry functions pertaining to service, support and preventative maintenance efforts and status;
  • Assures that all service work orders are properly priced, completed as required and are forwarded to the Service administration group daily
  • Professionally interacts with clients to gain an understanding of the problems they are experiencing with their products or systems. To gather the technical or other data to help resolve these problems;
  • Train and act as back-up for the other team members when required;
  • Assist Technical Service Representatives by providing part numbers and costing for their work orders;
  • Take on any other responsibility or perform miscellaneous tasks as requested by management from time to time;
  • Assist with shipping/receiving when needed:
  • Administrative assistance to improve billing efforts.
  • May include Service order entry and invoicing
  • Assists in answering any customer concerns on a daily basis. Escalates issues to Service Supervisor, Manager/Sales as required
  • Will be responsible for incremental business working closely with the Product Sales Representatives and Service manager in the quoting of jobs, support agreements, contacting the customer for approval, ordering outside purchases, entering incremental business into database for approved business.
  • Filing completed Jobs reports and misc. paperwork.le.
  • Parts order quotation and data entry
  • Service quotation and follow up

 

Academic/Educational Requirements:

  • Customer service training/certification
  • College diploma
  • Electro/Mechanical Certification and/or Training

 

Required Skills/Experience:

  • Bilingual French & English speaking preferred
  • 2 + years of field service experience
  • 1 year in a customer service environment; service administration and dispatch experience
  • Excellent knowledge of Microsoft Office applications – Word, Excel, PowerPoint, Outlook
  • Experience with field service software
  • Experience with Sage Business Vision preferred
  • Experience with ACT Contract preferred
  • Valid driver license and good driving record
  • Customer focused
  • Proven ability to multi task and ability to prioritize tasks
  • Team Player
  • Excellent written and oral communication skills
  • Strong planning and organizational skills;


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