Service Support Senior Coordinator (Canada Support)
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Job Location:
Mandaluyong - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Summary
The main function of this position is toensure operational coverage andservice coordination by reviewing monitoring and ensuring completion of all open work orders and service requests including parts tasks and debriefing issues. This role requires fluency in English and French to effectively communicate with customers and team members.
Essential Duties and Responsibilities
- Responsible for scheduling and dispatching all service events between Field Service Representatives (FSR) or Service Partners across Canada.
- Be willing to lead by example be accountable and dependable maintain a positive attitude inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).
- Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.
- Assist the Service Manager in the implementation of new processes/policies and systems.
- Generate standard and custom reports to monitor workload.
- Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Service Manager.
- Ensure all billable work is being scheduled and executed and tickets are closed out timely.
- Ensure accurate documentation of all scheduling correspondence in tickets.
- Coordinate with parts/inventory teams to ensure technician readiness.
- Serve as primary bilingual point of contact for service-related customer inquiries.
- Support language accessibility initiatives within the service department.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee to perform this job. Duties responsibilities and activities may change at any time with or without notice.
Qualifications
To perform this job successfully an individual must be able to perform each essential duty consistently and satisfactorily. The requirements are representative of the knowledge skill and/or ability. Fluency in English and French spoken and written is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- Bachelors degree in business administration with 3 years minimum same or similar work experience.
- 3-4 years customer service and coordination of service activities.
- Self-motivated
- Must be attentive patient and strongly skilled in written and verbal English communication; clear professional positive and informative communication style.
- Excellent communication skills in both languages (verbal and written).
- Competence in multitasking time management organization critical and analytical thinking problem solving and the ability to influence others are required.
- Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
- Adapt quickly to changing priorities and customer needs.
- Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes people and products.
- Intermediate/advanced proficiency using Microsoft Excel software including data analysis pivot tables etc.
Required Experience:
Senior IC
Key Skills
- Time Management
- Developmental Disabilities Experience
- Intake Experience
- Mediation Experience
- Microsoft Outlook
- Customer Support
- Case Management
- Medical Terminology
- Alternative dispute resolution
- Child Protective Services
- Social Work
- Word Processing
About Company
Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need s ... View more
