Service Coordinator

Department: National Accounts, Internal Contractor

Location: Mesa, AZ

Position Overview:  Responsible for dispatching and billing of Service Requests

Primary Responsibilities

·       Receive and dispatch service calls

·       Communicate with Technicians via phone, fax, computer, and hand held device

·       Schedule service calls and Planned Maintenance or consult with Service Manager before declining a call

·       Maintain SLA’s with technicians and timely update myFSN with ETA

·       Escalate exceptions to Service Managers and keep them informed of progress or problems

·       Monitor Status Board and take action relative to items such as missed ETA’s, no ETA’s, Time in, Time out required, etc

·       Manage all aspects of the Technician’s day; identify exceptions and  work closely with the Service Manager to resolve (update status board with leave (vacation, sick, etc), maintain and update workload, resolve scheduling conflicts)

·       Manage not to exceed (NTE) limits as necessary through the service center to ensure timely repair, productivity, and properly funded service call

·       Receive work orders and other technician documents for distribution

·       Process invoices using Siebel system

·       System and manual audits for all Service Contractor invoices

·       Daily reporting of workstation input and output   

·       Ensure timely and accurate billings of technician work

·       Work with FSN Service Centers to resolve ongoing customer service billing issues

·       Manage technician time sheet entry for costing and payroll purposes

·       Monitor and reconcile technician related expenses, including but not limited to FedEx, AMEX, fleet maintenance

·       Cross train to maintain strong territory support as needed

·       Other duties as assigned

Job Requirements:

·       One-Two years experience dispatching, billing and customer service via telephone

·       Occasional mandatory overtime will be required during the week and on weekends during each month, especially at month end

·       Highly motivated, self starter and goal oriented individual

·       Exceptional communication and organizational skills

·       Ability to multi task in a fast paced environment

·       Strong Microsoft Excel and Word experience

·       HVAC/R, electrical, plumbing, coffee equipment technical experience a plus
We are an innovative company with growth opportunities and a fun, exciting atmosphere. We enjoy casual Friday's and monthly birthday celebrations for our employees. 
*If you are looking for a great company to work for, THIS IS  IT!!!