Service Coordinator

3 months ago

Niagara Falls, Canada Design Electronics Full time

Design Electronics “DE” is a leading technology integration firm specializing in providing innovative solutions to businesses and clients in various industries. We pride ourselves on our commitment to excellence, cutting-edge technology, and superior customer service. As we continue to grow, we are seeking a dedicated and highly productive team member to join our Technical Team.
- **About the Role**_
The **Service Coordinator** will play a pivotal role in our Service Team, focusing on delivering exceptional technical support and customer service. They will be responsible for overseeing our repair ticket ERP system from initiation to completion, scheduling resources for onsite or remote support, managing preventative maintenance schedules, and managing invoicing processes. This position requires a proactive, organized, and detail-oriented individual with a passion for technology and a commitment to excellence in customer service.

**Type**:Full Time | Permanent

**Schedule**:Day Shifts | 8 to 5 (expected)

**Hours per Week**:44 per week | In Office

**Education**:Highschool / GED (required) | College (preferred)
- **Why Join Us?**_
- We are a family-based environment, with an experienced team of audio-visual professionals.
- We offer an opportunity for career growth and professional development.
- Located in the beautiful Niagara Region, Ontario.
- **What We Offer You**_
- $25 to $30 per hour, commensurate with experience.
- Opportunity for business-performance-based rewards.
- Competitive health benefits.
- Opportunity for career growth and professional development
- Discounts on personal electronics purchases.
- **Your Impact**_
- Technical Support and Customer Care_
- Serve as the first point of contact for technical support inquiries, providing timely and empathetic assistance to customers facing issues.
- Escalate complex issues to relevant technical teams while ensuring customer satisfaction.
- Provide support for after-hours Technician on Call Program. 
- Management of Full Cycle Repair Ticket System_
- Efficiently manage the lifecycle of repair tickets from creation to resolution. This includes logging issues, tracking progress, and communicating updates to customers and internal teams.
- Scheduling Resources_
- Coordinate with technical teams and customers to schedule repairs at convenient times, ensuring mínimal disruption to customer operations.
- Maintain a detailed calendar that reflects all scheduled service activities and preventative maintenance commitments.
- Invoicing_
- Prepare and send invoices for services rendered, working closely with the finance department to ensure accuracy and timely payments.
- Address any billing inquiries or discrepancies in a professional manner.
- Reporting and Documentation_
- Maintain comprehensive records of all customer interactions, repairs, and transactions.
- Generate reports on service activities, customer feedback, and resolution times to support continuous improvement efforts.
- Collaboration_
- Work closely with other departments, including sales, technical, and finance teams, to ensure a cohesive approach to customer service and support business objectives.
- Monitor performance of Advanced Remote Support Team, providing feedback for learning or coaching opportunities to the Service Manager

Perform other duties as assigned based upon business need.
- **About You**_
- 2+ years of experience with networked systems, home & office control/automation, audio video, surveillance, and access control products is required,
- High school diploma or GED is required.
- L2 Police background check will be required.
- Valid G-level Ontario driver’s license is required.
- Bachelor's degree, college diploma, certifications or experience with networked systems, home & office control/automation, audio video, surveillance, and access control products are preferred.
- Experience with the operation and management of ticket-based ERP systems is preferred.
- Crestron, Control4, Lutron and access control experience is an asset.
- Superb customer service and solution oriented.
- Strong organizational, communication, and interpersonal skills.
- Proficiency in Microsoft Office Suite and office management software.
- Excellent problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Strong commitment to confidentiality and ethical conduct.
- Ability to manage confidential information with tact and diplomacy
- **How You Join Us**_

Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under _the Ontario Human Rights Code_ and the _Accessibility for Ontarians with Disabilities Act (AODA)_ throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information

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