.Job Title: Service & Client Coordinator – AdministratorDepartment: Service (Customer Support)Reports to: Customer Support ManagerSKIDATA Group is a global leader in access control solutions. Our solutions are found in ski resorts, shopping malls, major airports, municipalities, sports stadiums, trade shows, and amusement parks around the world. Headquartered in Salzburg, Austria, and with 23 subsidiaries around the globe, with approximately 1000 professionals internationally as part of the SKIDATA team. A rewarding career at SKIDATA awaits you!SKIDATA is looking for a Service & Client Coordinator to join our Support Center team. This team member will help ensure that our 1000 SKIDATA installations in North America are able to continue operating at their optimal level. This agent will be responsible for supporting customer service activities for enhancing productivity and performing specific regions. Responsible for scheduling all service request orders and preventative maintenance visits and reconciling against all incoming requests to ensure successful completion/response concerning agreed service contracts or priorities. Will assist in ensuring departmental goals are met.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to:Support customers via phone, email, or service tool and serve as a point of contact for questions regarding open/closed service request orders and other service-related inquiries; demonstrate proper escalation of issues and handle accordingly.Responsible for successful scheduling of service requests and primary point of contact on scheduling concerns, issues, or questions from internal or external customers.Effectively plan and schedule preventative maintenance visits with the customers to ensure completion within the specified period; ensure departmental goals are met.Effectively manage the schedule for technicians; assign service request orders appropriately, demonstrating an understanding of the issue at hand.Review list of open incidents daily, quote, order requested parts, and follow up in purchase requests; work in conjunction with warehouse staff to ensure delivery of parts to technician/location.Provide customers with accurate schedules and ETA, when required; effectively manage customer expectations and provide timely updates.Contact the customer on issues and concerns regarding any assigned service order and resolve any disputes; address first level escalations and appropriately escalate higher-level issues to proper personnel.Assist with efficiently planning field service technician/engineer's schedule and prepare for unexpected changes; confirm set schedules with the customer, service managers, and Project Managers.Daily audit of service order invoices and ensure proper invoicing with correct billing information.Follow up and address customer feedback or concerns from surveys and escalate to the appropriate department if needed
