About the role
JOB OVERVIEW
The Service Coordinator serves as the primary point of contact for all field service-related requests, supporting the coordination and delivery of equipment service for customers. This role manages service requests from initial intake through scheduling and dispatch, prioritizes emergency service needs, and coordinates closely with technicians, customers, sales and field management to support timely and effective service delivery. The Service Coordinator also monitors service activity and communicates updates and issues to the appropriate stakeholders.
Work Schedule: Monday - Friday; 8:30AM - 5:00PM Pacific Time.
KEY RESPONSIBILITIES
Creates work orders, scheduling and dispatch technicians for equipment service, or emergency repairs for customers.
Partners with the District Manager regarding scheduling practices, including attending service planning meetings.
Receives high volume of telephone calls and emails from sales, service, technicians, field management, and customers.
Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately.
Schedules service calls with technicians and maintains frequent communication throughout the day to help plan and organize their time.
Determines which calls require troubleshooting, based on predetermined call type selection
Reviews open work orders to ensure they are assigned to a technician.
Participates in special projects and performs other duties as required
Provides feedback to leadership regarding observations related to on time arrivals, reschedules, repeat job visits, and job refusals.
Participates in special projects and performs other duties as required.
SPECIFIC KNOWLEDGE & SKILLS
Ability to manage a high volume of emails and telephone calls.
GENERAL SKILLS & COMPETENCIES
Strong time management skills and the ability to prioritize work and meet deadlines
Very good attention to detail and accuracy
Customer service oriented and the ability to work with complex issues
Ability to plan and arrange activities
Very good interpersonal communication skills
Very good written and verbal communication skills
Ability to maintain confidential and highly sensitive information
Ability to work in a team environment
Ability to multi-task
Ability to manage conflict
Capacity to work effectively under pressure
Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE
Typically 3 or more years of related experience.
PREFERRED EDUCATION
Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
TRAVEL / PHYSICAL DEMANDS
Travel typically less than 10%. Office environment. No special physical demands required.
The posted range for this position is $37,735- $58,962 annually which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
Other benefits available include: Medical, Dental, and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers
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