Note: The job is a remote job and is open to candidates in USA. EMSAR is a fast-growing national field services company providing maintenance, repair and installation services. The Account Service Coordinator I is responsible for coordinating work planning and scheduling, ensuring customer satisfaction, and adapting to urgent repair calls.
Responsibilities
- Coordinate work planning and scheduling across multi-functional work team and client contacts in accordance with established processes and procedures
- Determine requirements of new work orders
- Receive work order information from Account Service Dispatcher
- Review field service technicians and engineers existing schedules
- Dispatch work orders as requested to technicians and field service engineers
- Utilize map layers and skillsets to maximize technician routing
- Utilize thresholds to maximize the number of billable hours in a day
- Create technician schedules to minimize overtime and travel
- Plan schedules 2-4 weeks out
- Reorganize and change schedules to attend to urgent repair calls
- Work with Supervisor to meet District KPIs and customer SLA’s
- Coordinate scheduling of services provided by vendors and on-site team(s)
- As requested, receive tracking and reports on completion of work
- Work with operations teams to ensure work is being completed within client required timeframe (SLA / contractual obligations)
- Follow standard workflow process and provide a weekly/monthly forecast of work orders
- Demonstrate understanding of dispatch and field operations departments
- Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings
- Performs additional duties as needed and/or assigned by supervisor/manager
Skills
- Associates Degree, Bachelors Preferred
- 1-3 years logistics or transportation experience
- 1-3 years scheduling and routing experience
- General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
- General experience in SalesForce/ServiceMax or equivalent
- Understanding of variables that impact service delivery in a scientific environment
- Outstanding interpersonal and written communication skills
- Proficient in Microsoft Office Suite and other and cloud-based software
- Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
- Bachelors Degree
- 1 year logistics or transportation experience
- 1 year scheduling and routing experience
- Platform experience in SalesForce/ServiceMax or equivalent
- Customer Service - provide helpful, courteous, accessible, responsive and knowledgeable support to staff, clients, and others at all times
- Problem Solving - Identifies potential issues, find solutions by looking beyond the obvious, and apply effective methods for solving problems to support the business objectives
- Strong interpersonal/communication skills
- Detailed oriented and demonstrate a high degree of accuracy when performing data entry
Benefits
- Healthcare benefits
- Ability to work remotely
- Supportive leadership
- A great team environment
Company Overview