Service Coordinator - Remote (CORP)

What will you be doing

?  Primary Duties and Responsibilities:

Utilize  ticketing system (ConnectWise)  to manage and document communications for onsite and remote resource allocation

Schedule field service technicians  for on-site service repairs, including preparation of scope of work and purchase order creation

Manage a pool of sub-contractors  to be assigned onsite requests

Manage Diversified internal service technician calendars for ticket assignment

Target 100% technician utilization  by reviewing schedule and coordinating with field service technicians daily

Maintain strong communication with Tier 1 and 2 Helpdesk Agents, Service Administrators, Field Technicians and clients on service visits, equipment orders, and RMA’s

Coordinate within client’s contracted terms and entitlements when facilitating service calls to

ensure client satisfaction and service level agreement compliance

Ensure resource allocation is in accordance with the customer service level agreement on file.

Confirm proper entitlement ahead of onsite/remote resource assignment. Work with engineering team for part specification and technical support as required.

Prepare quotes for equipment and services not covered by client support agreements

Facilitate shipments to client locations  and technicians from Diversified warehouses via global parcel and freight services, including preparing pack lists for warehouse team and creating shipping labels

Facilitate part orders and drop shipments to technicians  and clients by working with purchasing department

Dictate appropriate shipping speed and track deliveries of RMAs and part orders

Work with equipment manufacturers to research warranty information on products and support RMA repairs

Follow client and company financial guidelines for repair visits

Work with account executives to communicate issues not covered by agreements

Communicate scheduling, repair status, updates, and challenges to clients proactively

Maintain service parts stock and execute annual inventory review

Create/Edit SOP articles and submit to management for review

Engage with local technical operations teams for resource assistance if no local field service technicians are available

Identify escalations and involve management and client success managers as needed

Complexity:

Coordinate with subcontracted and internal labor to facilitate on-site visits  within contracted client timeline

Coordinate service activities with several departments to achieve issue resolution within contracted timeline

Maintain client technology standards while servicing systems installed with varying generations of equipment and technology

Decision Making Authority:

Choose from pool of internal and subcontracted labor to ensure job completion within budget and contracted timeframes

Quote and order components with the guidance of documentation and recommendation from engineers to meet client standards and expectations

Physical Working Environment:

Standard office environment

Must be able to sit for extended periods of time

Use of keyboard, mouse, monitors, and phone required

What do we require from you? Job Qualifications: Education/Certifications:

High school diploma or GED required

Applicable work experience will be considered

CTS certification (Preferred)

Technology certificates related to IT, AV, Project Management

Required/Desired Knowledge, Experience and Skills:

Proficient using Excel.

Proficient using Word

Experience using Windows 10

Good understanding finance and accounting basics (Profit/Margin/Cost)

Experience using  ticketing systems (ConnectWise, SalesForce, ServiceNow, Remedy, ZendDesk)

Ability to write routine reports and correspondence

At least one-year related customer service industry experience; or equivalent combination of education and experience

Ability to solve problems and deal with variables in situations where limited standardization exists

Ability to provide an excellent customer experience to internal and external clients.

Open to feedback and direction

Accountable, reliable and takes ownership

Exceptional interpersonal & communication skills

Strong attention to detail

Ability to switch between tasks and work under pressure with excellent results

Ability to work both independently and within a team

Excellent organizational skills & ability to maintain accurate records

Ability to work in stressful situations

Ability to meet deadlines

Ability to properly communicate upwards in the organization to identify any roadblocks

Administrative and financial accuracy

Time management

Clear communication

Experience with ticketing systems

Team-focused

Strong time management skills

Excellent organizational and communication skills

Ability to work independently

Knowledge of A/V products

Ability to multitask effectively

Ability to maintain accurate records

Ability to work under pressure with excellent results

Experience with ticketing/CRM systems highly desirable (Connectwise, Salesforce, Service Now, Zendesk, etc.)

Collaborative work environments with dynamic growth opportunities

Our commitment to your ongoing career development and education 

Comprehensive competitive benefits package

Opportunities to work on some of the world's most iconic and innovative projects

The ability to shine as an industry leader

Diversified: Imagination Engineered

As an industry leading technology provider, Diversified proudly connects our dynamic global clientele with the technology solutions that keep them competitive in an evolving market. From boardrooms to classrooms, command centers to surgical suites, and stadiums to studios, we turn technology dreams into strategic realities every day. Our passionate team delivers the most innovative solutions, lives on the cutting edge of technology and is constantly growing to better serve our expanding customer-base around the world. Connect to your future at Diversified, where if you can dream it, you can do it!