Service Coordinator – Sensormatic Solutions
About Sensormatic Solutions:
Sensormatic Solutions empowers retailers to deliver seamless, personalized experiences by enabling accurate decision-making across the enterprise. We connect and bridge gaps within retail enterprises to provide critical, real-time insights into inventory, shoppers, associates, and the retail environment. Our solutions ensure a safe and secure environment throughout the customer journey, helping retailers anticipate changes, keep merchandise available, and empower associates. We integrate online, mobile, and in-store shopping for enhanced, personalized experiences that shoppers love.
Role Overview:
The Service Coordinator will support the service team by planning and tracking service schedules, optimizing labor resources to meet customer service SLAs. This role involves procuring and fulfilling equipment needs, processing dockets, closing out jobs, and updating client portals. The successful candidate will ensure the end-to-end delivery of services, meeting project milestones and deadlines.
Key Responsibilities:
Scheduling:
Create efficient schedules to meet service job requirements.
Coordinate manpower planning for direct engineers and subcontractors.
Provide fast and accurate information to engineers and customers.
Perform ad-hoc planning to address performance-impacting occurrences.
Strive for ‘Right First Time’ service visits.
Manage real-time service levels to deliver high customer service and meet SLAs.
Book service engineer visits, liaising with engineers, subcontractors, and customers.
Use service scheduling software to assign calls to the optimal engineer based on various factors.
Communicate and resolve scheduling issues with customers and personnel.
Coordinate Planned Preventative Maintenance visits.
Alert management of potential problems from customer or field complaints and work to resolve them.
Reassign work as needed to manage customer expectations.
Monitor engineer activity and schedules, ensuring commitments are met and communicating status changes to customers.
Perform ad-hoc tasks to support the business.
Logistics:
Place purchase orders for service materials.
Ensure timely delivery of materials to required locations.
Perform shipping operations.
Flag and escalate any backorder items or risks.
Order and coordinate any plant hire (e.g., HLA).
Coordinate any repair RMAs.
What We Offer:
Johnson Controls offers a competitive remuneration package based on qualifications and experience, including life and accident insurance for eligible employees. Our benefits package includes continuous training, professional development opportunities, and a supportive working environment. As part of our global team, you will be part of a diverse company that rewards excellence and inspires people to achieve their best.
Qualifications:
Experience in Customer Service or Operations/Service Delivery.
Strong decision-making skills and adaptability.
Proficiency in MS Office, especially Excel.
PC literate.
Experience with bespoke software.
Experience with Resource Planning/Workforce Management systems and processes.
Excellent communication and interpersonal skills, with a good telephone manner.
Strong written and verbal communication skills.
Ability to work in a team.
Ability to operate under pressure.
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