We are looking for the new Service Coordinator Representative to join our team!

Main duties:

• Proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility
• Ensuring that all available resources are effectively utilized, predefined service levels are consistently achieved, and contractual agreements met
• Supporting the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory
• Planning, prioritizing, assigning, and monitoring all open work orders for CEs, ensuring the prompt delivery of service to meet our contractual terms and conditions
• May be required to perform escalation management activities that provide end-to-end tracking for both field and customer
• Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. Gathering problem information and records data in desktop tools
• Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
• Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory. Scheduling customer installation activity
• Providing a central point of communication for engineers and handling any incoming telephone messages that may need to be transmitted to the engineers within the territory
• Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, and record all incidents relating to CE availability, sickness, holidays, and planned work commitments.
• Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload
• Ensuring the correct and timely closure and completion of all work orders
• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring the correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available
• Providing parts management/coordination as assigned
• Accountable for continuously receiving and handling high volumes of work orders, working in a team environment, and interacting with multiple internal customers.
• The working environment may require rotation in work hours, weekend, or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations

What we expect from you:

• Fluency in speaking and writing of Spanish language
• High School Diploma
• Basic PC literacy, keyboard proficiency and understanding of Windows-based applications/tools
• Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
• Relationship building skills
• Excellent communication skills, verbal and written as well as listening skills

What you will get from us: 

• Competitive and regular earnings
• Opportunity to develop skills through paid training
• Work in a large, international team
• Advancement opportunities/Career development

There is no need for previous experience, as long as you are ready to learn and have fun during that process!

If you want to give yourself a try in the new role, apply and join us!
Only shortlisted candidates will be contacted. Good luck!