Service Delivery Coordinator

  • Location: Burnaby, British Columbia
  • Type: Permanent
  • Job #3752

Service Delivery Coordinator 
Location: Remote Opportunity (Lower Mainland)
Opportunity at Microserve

Position Summary

Microserve is looking for a Service Coordinator to join our team in the Lower Mainland. This role can be performed remotely anywhere in the Lower Mainland. Reporting to the Technical Services Manager, the Service Coordinator coordinates all service requests and ensures company resources are utilized appropriately. 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.

 

Roles and Responsibilities

  • 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, logistics and parts
  • Deliver timely reports to customers and Microserve management
  • Use reporting to adjust schedules, resources, and processes to maximize service levels
  • Provides training, coaching, and guidance for Field Service Technicians
  • Report on service requests and use reporting data to support invoicing
  • Perform additional duties as required

 

Qualifications and Education Requirements

  • 1-3 years of experience in a coordinator position
  • Previous experience using and gathering data from an IT service management system
  • Significant experience with MS Office Suite, 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)

 

About us:

Microserve is an industry leading provider of IT services and solutions to Canadian organizations. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 380 team members, and we’re one of the largest technology solutions providers in Canada. Our 30+ years of continued success and growth stem from our commitment to long term client relationships, adaptability to continuous changes in the IT industry, and our amazing people. 

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