Service Coordinator

Job Description

Position Overview: The Service Support Associate is responsible for ensuring effective handling of customer service requests, troubleshooting issues online, and coordinating with service engineers to provide timely resolutions. This role requires strong problem-solving skills, customer-centric communication, and the ability to efficiently manage data and resources. Key Responsibilities: 1. Customer Interaction and Troubleshooting: Act as the first point of contact for customers experiencing issues with HVAC systems. Understand and analyze customer problems, providing immediate troubleshooting assistance online when possible. Maintain a patient and professional approach while addressing customer concerns and queries. 2. Service Coordination: Assign service requests to appropriate service engineers based on the nature of the issue and their expertise. Monitor and track the progress of assigned service tasks to ensure timely resolution. Coordinate with the team to optimize resource allocation and daily work schedules. 3. Data Management: Accurately update and maintain customer and service-related data in the system. Track and report on service metrics, including response times, issue resolutions, and customer satisfaction. 4. Material and Resource Monitoring: Keep track of material usage for service tasks and ensure adequate stock availability. Plan and adjust daily work schedules based on team availability and workload. Coordinate with the inventory team to request and replenish necessary materials. 5. Communication and Reporting: Provide regular updates to customers on the status of their service requests. Prepare and share detailed reports with the Service Manager regarding service performance and challenges. Collaborate with other departments to address recurring issues and improve service efficiency. Qualifications and Skills: Educational Qualifications: Bachelors degree in any field (preferably in Engineering, Business Administration, or Customer Service). Experience: 2-6 years of experience in service support or a similar role. Experience in the HVAC industry is preferred but not mandatory. Skills: Strong problem-solving and analytical abilities. Excellent verbal and written communication skills. High level of patience and customer empathy. Proficiency in MS Office (Excel, Word) and service management software. Good organizational and time management skills. Behavioral Attributes: Customer-focused and empathetic. Detail-oriented and proactive. Calm and composed under pressure. Team player with strong collaboration skills. Additional Requirements: Familiarity with HVAC systems and components (preferred). Willingness to work flexible hours as needed. Commitment to maintaining high levels of customer satisfaction. Why Join BNE? Opportunity to work with a leading HVAC contracting and distribution company. Competitive salary and benefits package. Professional growth and development opportunities. Collaborative and supportive work environment.