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About the Role
The Service Coordinator is involved in the day-to-day operations of their assigned area, following quality standards, policies, and procedures. This role contributes to increasing team efficiency by providing operational and administrative support and participates in process improvement initiatives. The Service Coordinator is responsible for coordinating and facilitating the Service Teams' routes and schedules, as well as organizing and communicating all details related to customer orders for service requests of Commercial Laundry Equipment.
Responsibilities
- Oversees and coordinates all schedules, routes, and resources of the Service team.
- Assigns, dispatches, and allocates appropriate field personnel to different projects on a multi-state basis.
- Tracks job, field personnel, and backlog status on the appropriate Service Tracker.
- Maintains records of work performed, including dispatch logs, service orders, repair orders, work orders, and other documents related to the work done by technicians.
- Prepares quotes for service repairs and customer invoices.
- Processes all service invoices, which could include collecting past-due amounts.
- Communicates with clients to confirm the scheduling of their service and logs final date(s).
- Coordinates with clients and secures a point of contact to be on-site to ensure the service is efficient and safe by the time the Tech(s) arrives.
- Coordinates and communicates with the installation team if additional personnel are needed based on the project's size and complexity.
- Partners with the parts department to complete the equipment and parts acquisition process.
- Verifies availability of parts to ensure quality and timely service calls.
- Acts as a liaison between customer and office, educating and improving the experience by promoting company products and services.
- Effectively communicates top-level escalations to the Service Manager.
Requirements
- High School diploma or equivalent required.
- 2+ years of related work experience in a Dispatching or scheduling environment preferred.
- Experience in telephone and email/ticketing system-based customer support preferred.
- Proficient computer skills including using MS Outlook, Word, and Excel preferred.
- Ability to read and understand packaging, shipping documents, and safety guidelines.
- Ability to self-manage workload and multiple projects simultaneously while managing and meeting deadlines.
- Communicate effectively and professionally across all levels of the organization while maintaining a positive and enthusiastic demeanor.
- Demonstrates a proactive approach, self-initiative, and tenacity.
- Able to confidently navigate ambiguity and change.
- Position involves sitting long periods, standing, manual dexterity, stooping, bending.
- Position requires the ability to lift, carry, push, and pull up to 50 lbs. occasionally.
- Regularly required to talk and hear; and use hands to manipulate objects or controls.
- Requires periods of sitting; close vision and ability to adjust focus.
- Follows through on commitments.
- Acts with integrity and values diverse perspectives.
- Always looking for a better way; leads change.
- Adapts quickly to changing circumstances. Demonstrates agility.
- Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.
Skills
- Strong Technical Acumen
- Solid organizational skills
- Detail-oriented
- Excellent written communication skills
- Excellent verbal communication skills
- Excellent interpersonal communication skills
- Strong work ethic
- Self-starter
- Resilient
Work Type
- Full-Time
Experience Level
- 2+ years of related work experience in a Dispatching or scheduling environment preferred
Education Level
- High School diploma or equivalent required
Salary/Compensations
- For New York the base compensation range for this role starts at $24.75 per hour.
About the Company
- Alliance Laundry Systems quality standards, policies, and procedures.
- Alliance Team Members Demonstrate DRIVE: Dedicated, Respectful, Innovative, Versatile, Engaged.
Equal Opportunity
- We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.