Service Coordinator

Summary:
Under the general direction of and reporting to the Service Coordination Manager, and located in our Raleigh office, the Service Coordinator is primarily responsible for scheduling and dispatching workers, work crews, equipment, and service vehicles for installation, service, or emergency repairs rendered outside the place of business.

Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.

• Schedules and dispatches workers, work crews, equipment, and service vehicles to appropriate locations according to customer requests, specifications, and needs, using email and telephone. 
• Confer with customers to address questions, problems, and requests for service or equipment.  Escalate to Service Operations or Field Service Manager as necessary.
• Monitors personnel or equipment locations and utilization to coordinate service and schedules.
• Receives or prepares work orders using Microsoft Dynamics 365 software.
• Relays work orders, messages, and information to or from work crews, supervisors, and field inspectors using email and telephone.
• Records and maintains files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
• Prepares daily work and run schedules.
• Determines types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications and communicates job requirements to field personnel.
• Tracks open tickets to ensure timely completion and communicates status to customer.
• Arranges for necessary repairs to restore service and schedules these repairs.
• Conduct and participate in department meetings as necessary.
• Communicate process improvement opportunities.
• Point of contact working with internal and external customers to resolve issues timely and professionally.

Education & Experience

• Bachelor’s degree in supply chain management, Business, or other related fields
• 3 – 5 years of experience in service dispatching
• Supervisory experience highly preferred

Skills and Other Qualifications

• Fluency in written and spoken English
• Intermediate knowledge of Microsoft Office Suite applications; preferably Excel
• Experience with Microsoft Dynamics 365 or other ERP systems preferred
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations
• Focus and the ability to remain cool under pressure in a fast-paced work environment are a must
• Good attitude, strong customer service skills, detail-oriented

Competencies

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Problem Solving- Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments
• Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Service Orientation – Actively looking for ways to help people.
• Coordination — Adjusting actions in relation to others' actions.

Work Conditions

• Standard office environment
• Continually required to utilize hand and finger dexterity
• Continually required to sit or stand at a desk, up to 8 hours daily

Physical Demands

• Clarity of vision (i.e., working with small objects or reading small print), including use of computers.
• Sitting for long periods of time may be required.

Additional Info:

• Criminal background check, motor vehicle records, pre-employment drug screen, and references are required
• This is a remote position and will require the employee to work from home.

Compensation and Benefits  

• Competitive pay depending on previous experience and current certifications. Overtime is also a factor and is paid at 1.5 X base. We are a performance-based company and pay will ultimately reflect the employee’s productivity and overall performance.
• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.