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Effectively coordinates and schedules branch service activities and resources to ensure customer expectations and commitments are met while delivering high quality service to assigned product lines. Provides support, information, prioritization and coordination of assignments for field service personnel. Serves as the main point of contact for all service customers to ensure expectations are being met. Proactively follows-up with customer after completion of service visit to ensure a high level of satisfaction with quality of work received. Handles decisions regarding the scheduling and movement of Client and material. Schedules and dispatches field labor force to meet customer requests and expectations based upon nature of call, urgency, contractual obligation, available resources and customer needs. Ensures all service requests and dispatches are well documented, coordinated, prioritized and organized. Reviews, requests, processes and distributes all service documentation including but not limited to service orders, packing slips, purchase orders, Material Transfer Order's and/or Return Material Transfer Request's as assigned. Also assists in processing credit memos and collections. Assists in project profitability through cost containment procedures and processes. Maintains timely set up and completeness of related job folders as assigned. Completes and closes all service work orders for oncall service, service agreement, quoted service, small projects, and parts orders in SAP. Utilizes, where appropriate, all features including but not limited to call handling, service planning, service settlement, service reporting, etc. May be responsible for non-installed parts sales including processing orders, pricing and invoicing. High School or GED. Technical school or Associates degree (2 year) preferred 3-5 years experience in customer service call handling, dispatching and service response in a related or technical industry required. Familiarity or experience with Building controls, HVAC systems, Fire Alarm Systems and or Security Systems preferred. Good organizational, interpersonal and verbal and written communication skills. Knowledgeable in Microsoft Office and business software systems (i.e. Word, Excel, and SAP).
Job Family Responsibilities:
Responds to incoming inquiries and/or requests regarding products and/or services. Supports customers by providing information while providing efficient and courteous service. Participates in investigating and resolving semi-complex problems. Supports order tracking, price quoting, and scheduling.
Performs semi-complex work within area of specialization. Interprets documented rules, past practices, or instruction on a semi-independent level. Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex.
HS diploma or equivalent required. Specialized skill training/certification may be required.
Knowledge and Experience:
Demonstrates basic knowledge of a specialty area. Typically, 3-5 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above.
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