Customer Service Coordinator - Hadley, MA

Overview: 

As a Service Coordinator based in Hadley, MA, you will play a critical role in overseeing and coordinating all service calls to ensure our customers receive top-notch service. You will act as a key liaison between customers and our Field Force, maintaining effective communication about service call status and ensuring all parties are informed and prepared. Your contribution will be essential in meeting our customers' needs accurately and efficiently. 

The Service Coordinator is responsible for using DESCO’s Field Point (FP) software to dispatch and coordinate service calls. This involves planning, attention to detail, organization, excellent written and verbal communication skills, and negotiation skills.  

This role is expected to: 

• Inbound Requests: Receive service requests via phone, email, or text. Gather essential information, including site name, caller name, contact number, asset or serial number, PO number (if applicable), equipment issues (such as error codes and screen errors), operational hours, and urgency. 
• Work Order Management: Open Work Orders (WOs) in FP for all service requests, ensuring accurate details are logged. 
• Scheduling Coordination: This is based on efficiency, technician availability, and the urgency of calls. It involves reviewing all relevant factors. This includes considering the availability of technicians, the cost implications for both the customer and DESCO, and what makes the most sense for each situation. Collaboration is a crucial part of this process; we often have discussions based on input from technical supervisors, technicians, or the customer, which can lead to changes in the original plan. The dispatcher must be adaptable and willing to accept these changes. To schedule calls effectively, you need to be familiar with the skill sets of each technician. Utilize the FP system to assess these skills, and if you ever have doubts, it’s advisable to call the technician directly for clarification.
• Appointment Confirmation: Schedule and confirm service appointments with customers and the Field Force.
• Daily Workflow Monitoring: Is the schedule for the day proceeding as planned? Are the technicians where they are supposed to be at the scheduled times? Are the calls going smoothly and as expected? Will they arrive on time for their next call? Do they need assistance if they are running behind schedule? Should we adjust the schedule as a result of this?
• Keep in mind that new service calls can occur in real time. Monitoring the workflow will help us determine our ability to potentially add these new calls if it makes sense or is urgent.
• Important: If a technician is running behind, communication with the customer is essential!  
• Status Updates: It is important to keep customers informed about the status of their work orders, particularly when parts are involved. Outline the plan for any necessary return trips. Work orders should be reviewed frequently to ensure that customers receive the most up-to-date information. This process should be carried out throughout the day to ensure that everything is accounted for.
• Parts Management: Assist with parts procurement when required, including generating quotes for customers and coordinating with the Purchasing Agent for part orders. 
• Follow-up: Conduct follow-ups with customers based on specified criteria to ensure complete satisfaction with service calls. 
• Work Order Completion: Review completed WOs (from the day before) to ensure accuracy and follow necessary processes for completion. Conduct follow-ups with customers post-service to address any residual issues. 

Pre-Requisite Skills: 

• Sense of ownership: Nobody is on their own at DESCO, but service calls are your responsibility! There is a difference between a scheduler and a service coordinator, understanding that difference is the key to success in this role!
• Communication: Exceptional verbal and written communication skills to effectively interact with customers and the Field Force. 
• Organization: Strong organizational skills to coordinate multiple service calls simultaneously while prioritizing urgent requests. 
• Logistics Understanding: Familiarity with scheduling and logistics to optimize service delivery. 
• Technical Proficiency: Proficient in using word, excel and outlook. Microsoft Teams is used regularly along with FP desktop and mobile app software for dispatching and coordinating service calls. 
• Sense of Urgency: Ability to act swiftly and take ownership of service requests to ensure that customer needs are met promptly. If communication skills are highly developed, a sense of urgency will be conveyed through effective questioning with customers.
• Ability to maintain focus throughout the day while multitasking at a high level!

Additional Information: 

• Familiarity with the different types of service contracts and their coverage details (ES/OP/PM/FL/FS) is essential.  This is important for evaluating the cost and efficiency of a call, as well as determining if the customer will need to provide payment up front, such as Purchase Order numbers (PO#). 
• Understanding of project workflow.  
• Ability to learn/retain basic medical office setting terminology. 

About DESCO 

Every day at DESCO, we feel good knowing that what we do improves the lives of our global partners. DESCO headquarters is located in Hadley, Massachusetts, and services clients in various regions throughout the United States. DESCO provides our clients with a variety of services, including staffing, project management, asset management, and manufacturing.? 

DESCO is proud of its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.