Service Coordinator

📋 Description

• • As a Service Coordinator at Henry Schein, Inc., you will be the central point of contact for managing and coordinating essential equipment services, ensuring seamless operations for our valued customers.
• • Your primary responsibility will involve the meticulous creation of work orders, serving as the foundation for scheduling and dispatching skilled technicians for a range of activities including equipment installation, routine service, and critical emergency repairs.
• • You will be the first point of contact for customers experiencing equipment issues, receiving a high volume of telephone calls to gather crucial information about the specific problem, the type and model of equipment involved, and the customer's operational hours.
• • Beyond troubleshooting, you will be expected to provide clear and accurate answers to general inquiries from customers regarding their equipment and the services we offer, acting as a knowledgeable resource.
• • A key aspect of your role will be to efficiently reroute calls to the appropriate departments when necessary, ensuring that customer needs are addressed by the right specialists, and diligently tracking all incoming calls to maintain a comprehensive record.
• • You will be instrumental in scheduling service calls with our team of technicians, maintaining constant and frequent communication throughout the day to optimize their routes, manage their time effectively, and ensure efficient service delivery.
• • The ability to adapt to changing circumstances is vital, as you will be responsible for rescheduling service calls based on the timely arrival of newly posted parts receipts, ensuring that repairs are not delayed.
• • You will play a crucial role in coordinating installations, acting as a liaison between equipment coordinators, technicians, and customers to confirm all parties are aligned and prepared.
• • A critical function of your role will involve determining which customer calls require immediate troubleshooting, based on a predefined selection of call types, and initiating the appropriate response.
• • Maintaining open and consistent communication with all facets of the service center, including management, will be essential for operational efficiency and problem resolution.
• • You will meticulously review the status of all open work orders, ensuring that the designated technician has received clear notification of their assigned tasks and is equipped to proceed.
• • You will proactively notify Parts Order Representatives of parts and equipment that are ready to be received into the inventory system, contributing to efficient parts management.
• • This role offers opportunities for professional growth, as you will participate in special projects and perform other duties as required, contributing to broader departmental initiatives.
• • You will be responsible for providing accurate information for new account setups and ensuring proper follow-up, contributing to a smooth onboarding process for new clients.
• • A key deliverable will be the provision of weekly status reports to management via email, offering insights into service operations and key performance indicators.
• • To ensure operational continuity and provide a reliable backup, you will maintain a manual schedule book on a daily basis.
• • Your work will involve assignments that are moderately difficult, requiring a blend of judgment and initiative to navigate complex situations and find effective solutions.
• • You will be expected to understand the implications of your work and make recommendations for process improvements and problem resolution.
• • In this role, you may be responsible for making independent procedural decisions, demonstrating a high level of autonomy and trust.
• • You will work under minimal supervision, with the potential to determine methods and procedures for new assignments, showcasing your ability to take ownership and drive results.
• • Your time management skills will be paramount, enabling you to prioritize tasks effectively and consistently meet deadlines in a fast-paced environment.
• • A keen attention to detail and a commitment to accuracy will be essential in all aspects of your work, from data entry to customer communication.
• • You will embody a customer service-oriented approach, adept at handling complex issues with professionalism and empathy.
• • The ability to plan and arrange activities efficiently will be crucial for managing schedules and resources effectively.
• • Strong interpersonal communication skills will enable you to build and maintain positive relationships with colleagues, technicians, and customers.
• • Excellent written and verbal communication skills are necessary for clear and concise interactions.
• • You will be entrusted with maintaining confidential and highly sensitive information with the utmost discretion.
• • A collaborative spirit is important, as you will work effectively within a team environment to achieve shared goals.
• • The capacity to multitask and manage competing priorities will be vital for success in this dynamic role.
• • You will establish productive working relationships at multiple levels within the organization, fostering a collaborative and efficient work environment.
• • Your performance will be measured by your professional behavior and consistent achievement at the high end of expectations or exceeding them, demonstrating a commitment to excellence.
• • This role is primarily office-based with minimal travel requirements, typically less than 10%.