Location: Rocky Hill,CT, USA
We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we'll give you the space and opportunities to grow and succeed. We are committed to make a difference.
What we offer:
Competitive Starting Pay
Paid Training
Global Advancement Opportunities
Referral Bonuses
Comprehensive Benefits
Medical/Dental/Vision insurance
Life Insurance
Short-Term and Long-Term Disability
Competitive Retirement Saving Plans – 401K that includes employer match
Employee Assistance Program
Wellness Program
And more!
What you will do:
This position will be responsible for the scheduling and optimization of our Fire Protection Service work. The coordinator will have the responsibility of ensuring all customer commitments are met regarding service delivery.
How you will do it:
Utilize the automated scheduler functionality in Oracle (SEDU) and assign the work orders to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
Communicate and resolve issues with customers and personnel regarding the scheduling of Service Requests. Alert management of potential problems resulting from customer or field complaints and work to resolve.
Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required.
Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.
Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
All other duties as assigned.
What we look for:
Required
3-5 years customer service
Excellent communication skills
Prominent level of organization
Fleet scheduler or service coordinator
Strong with Microsoft Office Programs (Power Products)
Preferred
Associates or Bachelor's preferred
Experience working in Tyco, Johnson Controls, or in a similar fast-paced work environment
Use of Xaap/Oracle systems
Product knowledge of life safety (fire alarm & sprinkler) equipment