• Service Coordinator I- Second Shift

    Adaptec Solutions (Winston Salem, NC)


    Service Coordinator I- Second Shift Winston Salem, NC 27103

     

    Adaptec Solutions is a top-ten, North American integration partner engineering diverse material handling and automation solutions with lifecycle service support for manufacturing, distribution, and warehousing companies.

    JOB SUMMARY:

    The Service Coordinator I role relies heavily on our Company Values to build external and internal relationships that enable them to create and dispatch work orders, order parts, book subcontractors, and resolve billing issues. The Service Coordinator I is responsible for creating amazing customer experiences that further our Company Vision of being a partner our customers value for our personalized service.

    JOB DUTIES & RESPONSIBILITIES:

    + Triage work order requests submitted via email by prioritizing emergency requests and organizing all requests by territory

    + Create work orders, ensuring the success of our service techs by entering all pertinent details.

    + Create cases for inquiries about Robotics troubleshooting and forward the case to the appropriate contact during business hours or the on-call Robotics technician after hours.

    + Work with the Territory Managers to create bookings based on customer, location, equipment, skillset, certifications, and other criteria.

    + Create Purchase Orders in Field Service Software for parts and subcontractor labor as requested by the Territory Managers

    + Prepare completed work orders for review by recording all labor, fees, parts, and materials based on current rate sheets and vendor invoices

    + Provide telephone support for emergency work order requests from customers or work order inquiries from service technicians

    + Generate reports from Field Service Software to manage any follow-up needed to ensure the flow of work orders through all steps of the work order lifecycle.

    + Provide timely updates to customers on the status of the work order via email or notes in the customer portals

    + Establish and grow relationships with customers, Vendors, Territory managers, and Field Service Technicians

    + Perform other duties as assigned by the Service Administration Supervisor or Manager

    EDUCATION and/or EXPERIENCE:

    + 3 years of customer service, dispatching, order management, or billing experience

    + Or an Associate’s or Bachelor’s degree in business/technical trades

    + Or equivalent military experience

    SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:

    + The ideal candidate will embody our company values of Accountability, Drive, Adaptability, Proactivity, Teamwork, Excellence, and Customer

    + Excellent organizational skills and attention to detail

    + Experience with Outlook, Word, and Excel

    + Strong communication and relationship building skills

    + Highly developed prioritization and time management skills

    + The ability to embrace frequent changes as the Service Administration team continually looks for process improvements

    + A confident and outgoing personality with the ability to have a laugh

    MEASUREMENTS OF SUCCESS:

    + Accuracy of information entered during all steps of the work order lifecycle

    + Feedback from Internal and External customers

    + The efficiency with which workorders are moved through all steps and any issues preventing invoicing are resolved.

     

    In compliance with pay transparency requirements, the wage range for this role is$19.00 - 23.00.The rate range provided is a general guideline. When extending an offer, Adaptec Solutions considers factors including, but not limited to experience and geographic location. Adaptec Solutions also offers a variety of benefits including generous paid time off (PTO), 11 paid company holidays including your birthday, health, dental and vision insurance, HSA/FSA accounts, 401(k) match, short-term/long term disability coverage and basic life/AD&D insurance and education assistance.

     

    Adaptec Solutions, LLC is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.

     

    Please note that this position is not eligible for visa sponsorship; candidates must have valid work authorization to be considered.

     

    Equal Opportunity Employer, including disabled and veterans.

     

    View Company Information (https://adaptecsolutions.com/careers/) To see other positions, click here.