National Services Technical Coordinator

Position Summary:

The National Service Technical Coordinator is responsible for managing and coordinating service calls to ensure timely and effective resolution of technical issues. This role involves liaising with customers, service technicians, and other departments to schedule and prioritize service requests, track progress, and maintain accurate records. The ideal candidate will possess excellent communication skills, technical knowledge, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

• Serve as the primary point of contact for customers requiring break / fix service, ensuring a high level of customer satisfaction.
• Receive, assess, and prioritize service calls, ensuring appropriate assignment and timely resolution of technical issues.
• Coordinate and dispatch service professionals based on the nature and urgency of the service requests.
• Prepare estimates for labor and expenses for service calls when needed.
• Prepare and provide proposals to the customer, explaining in detail the service we will provide.
• Maintain detailed and accurate records of service calls, including customer information, issue descriptions, actions taken, and resolutions.
• Monitor and track the progress of service calls, providing updates to customers and management as necessary.
• Communicate effectively with customers and service professionals to gather necessary information, provide status updates, and ensure resolution satisfaction.
• Provide technical support to dispatched service professionals as needed.
• Handle customer complaints and escalations professionally, working to resolve issues promptly and to the customer's satisfaction.

Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a technical field preferred.
• Strong technical aptitude and the ability to understand and explain technical issues.
• Excellent organizational and multitasking skills, with the ability to prioritize and manage multiple service calls simultaneously.
• Exceptional communication and interpersonal skills, with a customer-centric approach.
• Proficient in using Microsoft Office, Salesforce and other relevant tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills and the ability to handle stressful situations calmly and effectively.
• Availability to work flexible hours, including evenings and weekends, as needed.

Additional Information:

Safety-Sensitive Role:

This position is classified as safety-sensitive and is subject to pre-employment and ongoing drug and alcohol testing in accordance with state and federal guidelines. Safety-sensitive roles involve responsibilities where impairment could present a risk to the employee or others.

Equal Employment Opportunity:

Staley Technologies is committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, national origin, religion, gender, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic.