Service Coordinator

Job Summary This job is focused on building and managing technician schedules to ensure appointment availability and adherence to service level agreements. It involves coordinating with leadership, updating field information, and direct customer contact as necessary. Job Description Responsibilities:

• Coordinating and administering field technician schedules to build and manage quota in accordance with management directives and service level agreements
• Supporting the daily planning and entry of labour quotas to fulfil work order volumes for internal and partner technicians
• Utilizing workforce management systems to construct and oversee technician quotas effectively
• Ensuring reallocation and assignment of field technicians across different management areas as required
• Managing work order volumes and adjusting quotas to reduce customer appointment scheduling delays
• Collaborating with field leadership to manage technician scheduling, aiming to meet service objectives and adhere to policy guidelines
• Developing and distributing reports to support leadership in achieving business objectives
• Leveraging ticketing systems for communication, documenting progress, and ensuring quality-aligned escalation management
• Maximizing the use of company technology and support tools in line with business processes
• Assisting field leadership with staffing plans and shift bids to optimize field operations
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to: • Understand our Operating Principles; make them the guidelines for how you do your job.

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