Service Coordinator

Primary Purpose of the Job

The Service Coordinator is responsible for delivering exceptional customer service by responding to customer sign service needs. Delivers service based on Service Level Agreements (SLA’s) that may be required for each customer. This may require quick response times and efficient coordination with installers and suppliers to make field repairs in as little as 24 hours. The Service Coordinator will process warranty replacement parts with manufacturers while making sure Image National is compensated for repairs per terms of the manufacturer’s warranty.

Duties and Responsibilities

1. Receive and process service and warranty requests from customers.

2. Utilize ERP system to create and manage service orders, ensuring accurate documentation of customer information and service requirements.

3. Prioritize and schedule service requests based on urgency and geographical location.

4. Communicate effectively with customers, field technicians, and internal teams to coordinate service activities.

5. Dispatch service orders to qualified field technicians within our subcontract network.

6. Monitor and track the progress of service orders, providing timely updates to customers.

7. Work closely with Design, Purchasing, Engineering, and Manufacturing Quality Assurance departments.

8. Request design drawings, as needed, for new or replacement signage.

9. Collaborate with the Client Services and Manufacturing teams to ensure seamless communication and resolution of service-related issues.

10. Maintain accurate records of service activities, including customer interactions, service order details, and technician feedback.

11. Execute timely processing of invoicing and attainment of weekly invoicing targets to support company cash flow. Manage projected invoicing dates of all projects to create real-time visibility to monthly invoicing targets.

Skills

1. Excellent organizational and multitasking abilities to manage a high volume of service requests simultaneously.

2. Strong written and verbal communication skills for effective interaction with customers and technicians.

3. Proficient in using service management software and other relevant tools.

4. Problem-solving skills to address service-related issues promptly and efficiently.

5. Ability to work collaboratively in a team-oriented environment.

6. Familiarity with the sign industry and understanding of illuminated sign technology.

7. Detail-oriented with a focus on maintaining accurate records and documentation.

8. Strong customer service orientation with the ability to empathize and resolve customer concerns.

9. Adaptability to a fast-paced and dynamic work environment.

Required Qualifications

1. High school diploma or equivalent.

2. Previous experience in service coordination or a related field is preferred.

3. Knowledge or experience in the sign industry is highly desirable.

Working Conditions

1. Office preferred. Remote or hybrid office environment may be considered at company discretion.

2. 40-60 hour workweek, as workload determines.

3. Must be able to work sitting down for extended periods of time.

4. Must be able to speak and hear to communicate with suppliers and inside contacts.

5. Must be able to bend, scoop and reach to handle manuals, telephone, computer, etc.

6. Must be able to use hands and fingers to enter and retrieve data from personal computer.

7. Employee works primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.

8. Compliance with all relevant Image National Inc policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

9. Travel and fieldwork may be required.

10. Must be legally eligible to work in the country.

This job description does not list all the duties of your job and is subject to change at management discretion. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Job Type: Full-time

Pay: $47,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Nampa, ID 83687