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Company Overview:
We are a leading provider of ultraviolet (UV) disinfection equipment, serving industrial sectors such as food & beverage, pharmaceutical, microelectronics, and building services, as well as municipal (wastewater, drinking water, reuse) and aquatic (swimming pools, waterparks, spray pads).
Position Summary:
The Service Coordinator acts as the primary point of contact for customers seeking service and support. This role is responsible for managing service inquiries, scheduling field service visits, dispatching parts, and ensuring smooth communication between customers, technicians, and internal teams. The Service Coordinator plays a critical role in streamlining service operations and improving route efficiency to reduce costs and enhance customer satisfaction.
Key Responsibilities:
- Serve as the first point of contact for all service-related customer inquiries via phone, email, or online requests.
- Triage and route incoming calls and emails to the appropriate personnel (technical support, sales, service technicians, etc.).
- Schedule and coordinate service visits across various regions, aligning technician availability with customer needs.
- Organize and ship replacement parts and tools required for service visits.
- Collect, review, and organize service reports from technicians and ensure accurate documentation.
- Maintain service records, customer histories, and related data in the company CRM or service management system.
- Develop and optimize technician travel routes to minimize costs and improve efficiency.
- Communicate clearly with customers regarding appointment status, parts deliveries, and service expectations.
- Collaborate with logistics, sales, and engineering teams to ensure seamless execution of service plans.
- Monitor and follow up on outstanding service issues to ensure timely resolution.
Required Skills and Qualifications:
- Customer Service: Strong interpersonal and communication skills; professional and courteous when dealing with customers and internal teams.
- Organization & Time Management: Ability to manage multiple priorities and service requests in a fast-paced environment.
- Scheduling Expertise: Experience with service scheduling tools or CRMs preferred.
- Problem Solving: Able to assess customer needs and direct inquiries appropriately with minimal supervision.
- Logistics Coordination: Understanding of shipping, inventory coordination, and route optimization.
- Attention to Detail: Accuracy in scheduling, record-keeping, and communication is critical.
- Team Collaboration: Ability to work cross-functionally with service technicians, warehouse staff, and management.
- Process Improvement: A mindset for developing and refining procedures to improve service delivery and reduce operational costs.
- While having a technical background is not required, being able to comprehend technical situations and engage in technical conversations after training is required.
Preferred Qualifications:
- 2+ years of experience in customer service or service coordination.
- Experience in industrial, municipal, or technical service industries is a plus.
- Proficiency with Microsoft Office Suite (especially Excel, Outlook) and basic familiarity with ERP or service ticket systems.
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