Service Coordinator
Department: Operations
Reports To: Service Manager
Location: Lincoln, NE
Pay Range: $25 - $28 per hour
FLSA Status: Non-Exempt
SERVICE COORDINATOR
Job Overview
The Service Coordinator is responsible for expediting service calls and orders from customers, scheduling and dispatching technicians, ordering equipment, equipment repairs and other administrative duties. The Service Coordinator is part of a team that is responsible for providing a positive customer experience to our ECC customers.
Primary Responsibilities (Essential Functions)
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Service Coordination
- Answer/respond to incoming phone calls and emails in a timely fashion
- First line of communication with the customers answering questions, checking on orders, handling inquiries, concerns of services rendered and invoice preparation
- Submit purchase requests for equipment, process material returns and material repairs
- Monitor upcoming inspections, incoming parts, etc. to dispatch and schedule current/future events for service technicians accordingly on Outlook calendars
- Maintain and process Q360 helpdesk tickets through the Service workflow daily
- Manages the planning and scheduling of technicians to service calls
- Relay work orders, messages, or status information to or from technicians or customers
- Promotes Electronic Contracting Company Support Agreements (Complete Care)
Quality Assurance and Customer Satisfaction
- Operates as the immediate representative or "voice" of the Company when interacting with Customers.
- Develops a relationship with the Customer's key decision maker in Service and Support.
- Presents self in a professional manner and positively represents the company image.
- Cultivates positive working relationships within and across departments.
- Engages in behaviors that foster a healthy work environment and company culture.
- Adheres to company-issued policies, procedures, core values, behavioral or other standards as prescribed by ECC.
- Review all service projects to ensure they are accurate for technicians
- Demonstrate the ability to work cross-departmentally by collaborating with Purchasing, Operations, Sales, Customer Service, Accounting, and other internal teams to achieve business objectives, resolve issues, and support organizational initiatives.
Partner Relationship Management
- Serve as the primary point of contact for partners, ensuring clear and timely communication regarding system updates, changes, and requirements.
- Relay all system-related changes and updates to partners through email, phone, and in-person interactions.
- Coordinate with internal teams and external partners to ensure accurate implementation of system modifications.
- Conduct contract reviews to ensure compliance with organizational policies, contractual obligations, and operational requirements.
- Collaborate with stakeholders to identify, review, and communicate contract amendments, renewals, and changes impacting partner relationships.
Purchasing Relationship Management
- Work closely with the Purchasing Department to identify, source, and procure new materials required to support operational and customer needs.
- Partner with Purchasing to research and locate alternative materials when existing products are unavailable, backordered, or discontinued.
- Coordinate the evaluation and replacement of discontinued materials, ensuring suitable substitutes meet quality, cost, and operational requirements.
- Facilitate communication between suppliers, purchasing personnel, and internal stakeholders to ensure material availability and continuity of operations.
Contract Management
- Maintain accurate records of partner communications, contract documentation, material changes, and system-related updates.
- Foster strong partner relationships by providing responsive support and effectively addressing inquiries, concerns, and service issues.
- Monitor and follow up on action items to ensure contractual commitments, material sourcing initiatives, and system changes are implemented successfully and within established timelines.
Required Knowledge, Skills and Abilities
- Must thrive in a fast-paced environment and effectively handle stressful situations and maintain calm composure
- Ability to read, understand, and act upon a written scope of work or work narrative
- Proficiency of programs such as MS Word, Excel and Outlook
- Capable of working independently, without direct supervision or guidance, as well as in a team environment
- Must be solution-focused, forward-thinking and organized
- Ability to work overtime as required by the job
- Strong organizational skills and attention to detail
- Ability to effectively multi-task
Required Education and/or Work Experience
- High school diploma or higher
- 2+ years in a customer-facing, customer service role with progressive administrative and general office experience
- Experience dealing with manufacturers and vendors in some capacity
Preferred Education and/or Work Experience
- Associate degree or higher
- Experience supporting project management, construction operations, or logistics functions.
- Experience working with inventory management or ERP systems.
Physical Requirements
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such requests should be made in writing to the position's supervisor and/or Human Resources. All requests shall require review by the Human Resources department.
- Ability to sit, stand, walk, bend, kneel, and reach throughout the workday.
- Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects
- Ability to work in both office and warehouse environments.
- Ability to use computers, scanners, mobile devices, and other business technologies effectively.
- Visual acuity sufficient to inspect materials, review documentation, and perform assigned work accurately.
- Ability to travel to job sites as needed.
Why ECC
- Health, Dental, and Vision Insurance
- Paid Time Off and Paid Holidays
- 401(k) with Profit Sharing
- Training and Development opportunities
- Dynamic company culture
- Merch stipend twice a year
- Laptop/tech provided
- Every Friday is payday!
Job Type: Full-time
Schedule:
- 8-hour shift
- 7:30 am – 4:30 pm (1 hour lunch)
- Day shift
Work Location: In person / Lincoln
