Service Coordinator

  • Location: Edmonton, Alberta
  • Type: Permanent
  • Job #3491

Service Coordinator
Location: Remote Opportunity (Edmonton, AB and Calgary, AB)
Opportunity at Microserve

 

Position Overview and Summary:  

Microserve is looking for a Service Coordinator to join our team in Alberta.  This role can be performed remotely anywhere in Alberta, although occasional work at the tech centres may be required.  The Service Coordinator will report into the Client Delivery Executive and will be responsible for coordinating all service related to one of our largest clients.  The Service Coordinator will also work closely with the Service Delivery Manager and the Project Managers to ensure company resources are utilized appropriately and cost-effectively while prioritizing quality and performance of service delivery for our client.   

Responsibilities:

  • Manage all service inquiries and service technicians

  • Help write customer quotes and proposals

  • Coordinate technical and project services

  • Assist project managers in PMO coordination

  • Manage all agreement and project invoicing

  • Manage project teams on client sites when required

  • Work with vendors and customers defining project requirements

  • Process and source for all part orders and requirements for both internal & external (Microserve and vendors) customers in a timely and efficient manner

  • Organize and maintain the inventory areas and maintain parts stocks to proactively improve service levels

  • Assist with order, shipping and distribution of parts

  • Manage part orders, return-to-vendor claims, and warranty claim statuses to avoid financial penalties and improve service levels

  • Manage client financial approvals

  • Offer feedback on the parts ordering processes while documenting and communicating all process improvements with the goal of improving service to our client

  • Deliver timely reports to customers and Microserve management

  • Estimate effort and provide quotes for labour and deployment projects

  • Other ad hoc duties including office administration

  • Build positive, collaborative relationships with internal departments and client contacts; work collaboratively to utilize available resources to successfully meet customer needs and expectations.

  • Act as the primary point of contact for Field Service Technicians’ daily work. Monitor the progress and execution of incidents and adjust schedules accordingly to meet customers’ service levels and requirements.

  • Monitor and track Technicians’ hours, expenses and assigned tickets to ensure accuracy

  • Ensure customer satisfaction and respond to customer escalations

  • Adjust service design using ITIL methodologies

  • Co-ordinate field services schedules and logistics

  • Report on service requests and use reporting data to support invoicing  

Qualifications & Educational Requirements:

  • 1-3 years of experience in a coordinator position

  • Able to work remotely with occasional work at

  • Previous experience using and gathering data from an ERP system

  • Significant experience with MS Office Suite including Excel, Teams and SharePoint preferred

  • Knowledge and experience with IT repair, including PCs, Laptops and Printers, preferred

  • Knowledge and interest in local IT market and industry is strongly desired

  • Previous experience with scheduling and logistics preferred

  • Familiar with field deployment processes

  • Must be able to pass a criminal record check (CPIC)

  • Driver’s license and availability for occasional travel

  • Acknowledges that IT service delivery for a large client is not always completed within a set work-schedule and demonstrates flexibility to work outside of regular hours on short notice as occasionally required to ensure client satisfaction 

  • Acceptance of and willingness to comply with all health and safety requirements as identified by Microserve and our clients

  • Acceptance of and willingness to comply with all security policies as identified by Microserve and our clients

About us: 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 380 staff, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. 

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