Service Coordinator
Location: Remote (Canada-Wide)
Opportunity at Microserve
Position Overview
Microserve is looking for a Service Coordinator to join our team. This role can be worked from anywhere in Canada. The Service Coordinator will ensure company resources are utilized appropriately and cost-effectively while prioritizing quality and performance of service delivery for our client.
Responsibilities:
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Manage all service inquiries and service technician’s schedule
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Coordinate technical and project services
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Assist project managers in PMO coordination
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Manage all agreements and project invoicing
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Manage project teams on client sites when required
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Work with vendors and customers defining project requirements
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Assist with order, shipping, and distribution of parts
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Manage part orders, return-to-vendor claims, and warranty claim statuses to avoid financial penalties and improve service levels
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Manage client financial approvals
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Deliver timely reports to customers and Microserve management
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Assisting with providing quotes for labour and projects
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Other ad hoc duties including office administration
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Build positive, collaborative relationships with internal departments and client contacts; work collaboratively to utilize available resources to successfully meet customer needs and expectations
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Monitor the progress and execution of incidents and adjust schedules accordingly to meet customers’ service levels and requirements.
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Monitor and track Technicians’ hours, expenses, and assigned tickets to ensure accuracy
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Ensure customer satisfaction and respond to customer escalations
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Adjust service delivery using ITIL methodologies
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Co-ordinate field services schedules and logistics
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Report on service requests and use reporting data to support invoicing
Qualifications & Educational Requirements:
Required Qualifications
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2-3 years of experience in a service coordinator position
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Experience working with IT service management / ticket management systems
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Able to work remotely with occasional work at the office
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Significant experience with MS Office Suite including Excel, Teams, and SharePoint
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Strong communication skills and the ability to present in front of a team or client
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Excellent organization skills and attention to detail
Preferred Qualifications
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Previous experience using ConnectWise
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Previous experience with scheduling and logistics
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ITIL certification would be an asset
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Experience as a technician installing equipment onsite would be an asset Experience in IT Services, Consultancy and/or AV industry
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Must be able to pass a criminal record check (CPIC)
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Acknowledges that 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
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Acceptance of and willingness to comply with all health and safety requirements as identified by Microserve and our clients
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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 550 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.