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 Mississauga, Ottawa, Montreal, Calgary, Edmonton, and Vancouver.

**Service Coordinator**

We are seeking a Service Coordinator in our Calgary office, who enjoys working in a team environment. You will support 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.

**Job Duties & Responsibilities**

1. The monitoring, processing and handling of inbound requests for services received from both internal and external customers throughout the Western regional offices of Calgary, Edmonton and Vancouver, which includes:

- Determination of service to be warranty or non-warranty service.
- Onsite or Remote support required
- Product repairs
- Post integration sales support

2. Managing the service order workflow for the Western Region offices, which includes:

- Creation of work orders.
- Scheduling of resources.
- Determining parts requirements, and parts orders.
- Preparation of customer quotations.
- Issuance of vendor PO’s
- Reconciliation of completed work orders
- Completion of customer billings
- Work order closure and documentation in accordance with established processes
- Ensure Service Level Agreements ( SLA’s) are met and their status communicated to clients

3. Processing of, DOA’s, Warranty exchange and RMA’s, which includes
- 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.

4. Processing of parts order requests, which includes;
- Preparing quotes,
- Customer sales order creation, create
- Issuance of supplier PO’s.
- Monitor product order shipment to ensure on-time delivery to customers, alert customer of any issues
- Reconciliation and issuance of all customer billings.

5. Generating Reporting which includes:

- Running weekly, monthly and quarterly, open work order, sales order, and contract reports for updating and billing cycles.

6. Provide Cross Functional Support as required which may include:

- Inter-departmental back up for others both locally and nationally.
- Service contract administrative support dealing with new and renewals of Applied Electronics Limited direct service contacts as well as Manufacture direct service contacts.

7. Support Applied Electronics’ ultimate goal of providing excellent service to current and potential customers, be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.

8. 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
- 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.

Please note that Applied Electronics will, upon request, provide ac