IDC-Automatic Field Services Coordinator in Coon Rapids, Minnesota
General Purpose of Job Perform service scheduling and resource allocation for residential and commercial garage door and dock leveler repairs while achieving the highest level of customer satisfaction, safety, quality, efficiency and profitability. Essential Duties and Responsibilities This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Perform assigned department scheduling, including daily schedule maintenance, dispatching and the coordination and planning of same-day requests while maximizing Company resources to achieve the highest level of customer satisfaction at the lowest cost. Update schedule throughout the day as needed in response to customer and business needs. Process orders daily and complete data entry with a high degree of accuracy and speed. Communicate pertinent customer information to internal and external customers and Service Technicians. Effectively manage the preventive maintenance program, following established schedules, and creating and scheduling appointments. Efficiently schedule all parts in orders. Provide a consistent high level of customer de-escalation and service resolution. Continuously improve processes, procedures and communication in an effort to deliver a high level of service and performance to internal and external stakeholders. Work directly with customers, both internal and external, in troubleshooting, scheduling, and resolving complaints. Be the primary backup for residential and commercial scheduling. Utilize departmental measurements to educate and engage field personnel and other related key departments. Maintain a safe and clean work environment by educating and directing team members on use of equipment and resources. Adhere to and maintain compliance with established systems, policies and procedures. Keep supervisor informed of progress, issues, and successes. Identify, recommend, and implement opportunities for continuous performance and process improvements. Foster a spirit of cooperation and teamwork within and between departments and shifts. Demonstrate and uphold Company values.