Service Coordinator

2 weeks ago

Brockville, Canada 401 Electric Full time

**Job Summary**:
The Service Coordinator is responsible for managing and coordinating service requests related to our Residential, Commercial Services Division This includes scheduling and allocating work for field technicians, handling customer inquiries, ensuring timely completion of jobs, and maintaining accurate records. The Service Coordinator will act as the primary point of contact between the customer and the company, ensuring customer satisfaction and effective service delivery. This role will be pivotal in coordinating training and communication between teams, and managing day-to-day operations related to scheduling, work orders, customer service, and maintenance contracts.

**Key Responsibilities**:

- **System Customization & Configuration**:_
- Collaborate with ERP Developer to customize Acumatica, adjusting workflows and system processes to improve operational efficiency.
- Keep the action log template up to date and manage ongoing customization projects, including re-import scenarios, master data (vendor/customers), and the building of dashboards.
- Test and configure automated systems and other components of Acumatica to ensure they meet company-specific requirements.
- Create new system users and adjust access rights as required.
- **System Reporting & Documentation**:_
- Customize reports, invoices, and forms in Acumatica as needed, ensuring that they meet the operational requirements of the business.
- Monitor and manage system performance, test components and ensure that they are functioning as expected.
- **Operational Coordination**:_
- Create and implement a system for tracking and scheduling annual maintenance contracts (e.g., generators, IR scans, substation maintenance, etc.).
- Monitor Accounts Receivable (AR), ensuring accurate invoices, customer follow-up, and escalation to management when necessary.
- Collection of AR as per SOP, update controller for uncollectable accounts. Train administrative staff on collection process and payments
- Manage customer incoming calls and ensure that work order creation is completed with all relevant details for accurate backend reporting. Train administrative staff as backup to ensure customer service levels are achieved.
- Set up and manage work orders, projects, opportunities and quotations in ERP system to ensure information is accurately reflected within the system
- **Collaboration & Team Support**_
- Collaborate with field technicians, project managers, and other departments to ensure seamless service delivery.
- Assist with training new service technicians in administrative processes and software tools.
- Work closely with the Operations manager to identify opportunities for process improvements and optimize service delivery efficiency.
- **Scheduling & Maintenance Management**:_
- Schedule daily work for the RCS team and to limit travel and drive profitability
- Scheduling annual maintenance contracts for all divisions.
- Oversee the RCS division’s scheduling and work allocation to field staff, ensuring timely and efficient service delivery and reducing technician travel.
- Collaborate with department managers to stay informed on ongoing projects, upcoming workloads, and any challenges affecting the business.
- Proactively identify operational challenges and implement effective solutions, including developing and refining new procedures and workflows.
- Develop and maintain relationships with utility partners, particularly Hydro One, to manage scheduled work, minimize lost time, and ensure proper follow-up.
- **Customer Service & Communication**:_
- Act as the primary point of contact for customers requiring our services
- Address customer complaints or concerns and work to resolve any service issues promptly
- Provide updates to customers on the status of their service request and any potential delays
- **Service Order Management**:_
- Process incoming service requests and ensure they are logged accurately in the company’s service management system.
- Create and track service orders, ensuring that all necessary information (e.g. customer details, service specifications, location, etc.) is recorded correctly.
- Update and maintain customer records, job status, and service completion details in the system.
- Ensure that service work is complete on time and within scope, escalating issues to the relevant manager, if necessary.
- **Ongoing System Maintenance**:_
- Constantly monitor data in ERP system, ensuring the system is fine-tuned and reports accurately.
- Communicate regularly with implementation team and other members to discuss customization and improvement opportunities and ensure all master data is current and accurate.
- **Marketing**:_
- Assist with marketing efforts, particularly related to the promotion of service offerings and system implementation achievements.
- Work with estimating & operations to increase sales, develop marketing requirements and implement.
- Manage Generac portal, sales, service orders & warranties.

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