Service Coordinator

Applied Electronics is a national industry leader in Digital Media Integration Solutions and Service, specializing in professional audio visual and broadcast media technology systems. Our core strength is centered on our ability to provide customers with the highest degree of professionalism and customer satisfaction in all aspects of our business processes. We have offices in Toronto, Ottawa, Montreal, Calgary, Edmonton, and Vancouver.

**Service Coordinator**

We are seeking a Service Coordinator who enjoys working in a team environment supporting the company’s strategic plan by maintaining the day-to-day workflow within the Service department to ensure its continued growth in revenue and customer satisfaction. In this role, you excel at processing service orders, responding to inquiries, and handling concerns. You find fulfilment in delivering value by supporting our internal and external clients and earning a high customer satisfaction rating.

This position requires the full understanding and active participation in fulfilling the mission of the organization. It is expected that the employee demonstrates behavior consistent with Applied Electronics Limited’s core values and support our strategic plan. **The incumbent must be bilingual, written and spoken in French and English.**

**Job Duties & Responsibilities**

2. Create & manage service work orders & maintenance work orders; creation, scheduling, parts requirements, quotation, billing and closure and administering service workflow

3. Manage and coordinate requests for remote service; via sub-contractors and our technicians

4. Process DOA’s, warranty exchange program

5. Process RMA’s and handle incoming phone calls related to; return to manufacturer repairs, request RMA from supplier, return material requests, product samples, create Return PO, send for service, follow up and return to customer; and process service loaner requests, order referrals, etc.

6. Process parts order requests; quotes, create customer sales order & supplier PO, and billings

7. Create and manage AEL Service Support contracts and manufacturer service contracts & renewals

8. Run open work order, sales order, contract reports for updating and billing cycles

9. Provide assistance & support to the Logistic Coordinator whenever required (e.g. vacation coverage)

10. Assist in parts purchasing and order fulfillment activities such as taking orders, giving pricing information, determining appropriate shipping methods, routes and rates, etc.

11. Monitor product order shipment to ensure on-time delivery to customers, alert customers of any shipping/flow issues in advance

12. Contact customers regarding upcoming service contract expiration. Help determine any changes to requirements and assist in the submission of a renewal contract.

13. Maintain database of customers’ service sales order, service contracts and invoicing records.

14. Assist in inventory control maintenance.

15. Responsible for helping determine warranty verse NON warranty service work

16. Coordinate resources with technical management staff to provide effective support to customer requests

17. Other additional responsibilities and duties as required

**Qualifications**
- Bachelor’s degree or College diploma in relevant discipline required
- 3+ years’ experience in administration, customer / client support; preferably in a sales support environment
- Technical aptitude an asset
- Strong attention to detail is essential in order to manage the multiple demands and volume
- Must be proficient in computer skills including Microsoft Office
- Excellent organization skills and experience working with various databases
- Superior written and verbal communication skills.
- Team oriented with solid interpersonal skills combined with high level of professionalism. Able to establish positive working relationships with others.
- Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently, while working with conflicting deadlines in a fast-paced environment.
- Detail oriented with proven organizational and planning skills. Able to “think outside the box” and see the “big picture” impact of decisions/actions. Demonstrated thoroughness, follow-up, time management skills are required.
- Self motivated with the ability to take initiative in identifying and resolving problems independently while still recognizing the impact of change on others in terms of “change control” processes.
- Winning customer service attitude and quality consciousness combined with demonstrated sales and customer retention skills.
- General understanding of Audio Visual / Broadcast / Media or Internet industries and technologies preferred.
- Valid driver’s license an asset (for client’s site visits when required)

**WHY JOIN US?**
- Competitive pay: Salary, Bonus, Commission
- Vacation and paid time off
- RRSP match
- Technical training and continued education
- Exte