Company Overview
For over 30 years Control Solutions has successfully established itself as a leader in building integration and energy management systems, working diligently to become BC's largest independent controls contractor. We offer a full complement of BACnet products, integration solutions, and energy reporting - all of which are integrated into a user-friendly web-based building operations frontend. We proudly offer the most comprehensive product listing in the industry and are an authorized factory dealer for both the Automated Logic and Distech Controls product lines.
Summary
Under general supervision, the Service Coordinator is responsible for partnering with their assigned service account managers to drive the profitable execution, growth and satisfaction of their customer portfolio. Through the partnership with your assigned teams, the service coordinator effectively owns the scheduling for planned service as well as time and material and service projects. A key position within the service department, the role is responsible for contributing to the productivity and efficient scheduling of your field teams. You will ensure we meet commitments to the overall satisfaction of our customers and the business. Key business functions of the role include championing the service agreement renewal process, timely and accurate billing of reactive service as well as cost awareness of your team agreement portfolio.
Job Responsibilities
- Partners with the Service Account Manager to prepare execution plans for scheduled service visits. Owns and manages service team scheduling to ensure maximum efficiency in execution and customer expectations including scheduled service, repairs, installation and retrofit projects as well as warranty calls.
- Issue and track requests for new customer and vendor setup. Maintains customer and account data in our financial and other centralized systems.
- Engage with the service specialists to actively schedule unplanned work to meet client needs.
- Answers customer calls. Resolves or escalates issues to appropriate party.
- Open work orders/triage client calls upon a request for service.
- Ensures specialists are provided weekly schedules that maximize productivity and utilization opportunities.
- Proactively ensure weekly schedule is communicated to customer contacts. Adjust accordingly and communicate to internal team.
- Assign and dispatch specialist(s) to scheduled and unplanned service using service technology platform.
- Coordinate assurance plan completeness, closure and reporting from service team to Service account manager.
- Ensure and perform timely completion and billing of out of scope service requests (T&M and repairs). Includes processing subcontractor purchases and invoices. Meet established invoicing KPI’s and aging unbilled targets.
- Proactively call clients upon close of service out of scope call. Ensure closure, check satisfaction, notify of pending invoice and gather purchase order if not already in hand.
- Champions the renewal process at 120 days prior to expiration. Engage Service account manager and others on the account team as required to ensure on time renewal of existing base.
- Prepare and complete agreement or renewal booking.
- Remotely support the service specialist team in quoting, approval and scheduling the execution of field service work.
- Manage on call rotating schedule and notification to both the service team as well as the call center.
- Other duties as assigned.
Requirements
- Proven experience in customer support or service coordination roles.
- Strong written and verbal communication skills.
- Strong business and accounting acumen.
- Ability to multitask and manage multiple issues concurrently.
- Ability to prioritize work activities based on the impact to desired business targets.
- Proficiency in MS Office and advanced estimating and execution tools required.
- Strong teaming skills.
- Clerical experience with attention to detail is beneficial.
Education
- AAS degree preferred, high school diploma required with 2 years relevant experience.
- Technical degree with HVAC/mechanical core preferred.
If you are ready to take on a rewarding role that combines customer service with operational coordination, we invite you to apply today and join our dedicated team at Control Solutions Ltd.!
Job Type: Full-time
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
