Service Coordinator

Job expectations 

Position Summary:  The Pod Services Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. They perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong Client relations are a must. 

 

Skill Requirements:  The Pod Services Coordinator requires: 

  • Exceptional communication skills. 

  • The ability to multi-task, prioritize, and adapt to changes quickly. 

  • The drive to build Client loyalty through transparency and vulnerability. 

  • The ability to triage Client service requests, determine urgency, and assign appropriate resources. 

  • The ability to handle multiple tasks and focus on details in a rapid paced environment 

 

Essential Duties and Responsibilities: 

The Pod Services Coordinator will: 

  • Be actively engaged in a professional growth plan. 

  • Act as the single point of contact to the client for all types of service requests 

  • Coordinate IT support groups to ensure maximum utilization of billable resources 

  • Pre-process service requests as they arrive through email, manual entry, or direct client input 

  • Schedule internal and field technical resource 

  • Monitor resource schedules to ensure prompt time entry on service requests 

  • Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages 

  • Improve client service, perception, and satisfaction 

  • Process client requests quickly and efficiently 

  • Communicate effectively in a Team environment 

  • Improve usage and increase productivity of IT support resources 

  • Escalate service requests that cannot be scheduled within agreed service levels 

 

This is not a comprehensive list of the responsibilities and duties associated with the position.  Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands. 

 

Measures of success 

We feel it is important to know what it means to be successful in this position.  This is what success looks like for someone in this job: 

      

Company expectations 

MapleTronics Teammates are committed to living out our core values.  Teammates are expected to: 

  • Demonstrate professional character, attitude, and appearance at all times. 

  • Aspire to expand their knowledge and skill set. 

  • Think in ways that seeks possibility, calls out potential, and doesn’t settle for the easy answer. 

  • Provide service to all with a joy filled energy. 

  • Develop and journey toward fulfillment of their own personal and professional mission. 

  • Hold others within the organization to the same standards expected from them. 

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IMPORTANT LINKS

CONTACT

Email: 

letstalk@mapletronics.com

Locations:

 

Indiana

574.534.2830

2116 W. Wilden Ave.

Goshen IN, 46528

Tennessee

931.540.1188

2488 Park Plus Dr.

Suite B

Columbia TN, 38401

Florida

941.893.4050

9015 Town Center Pkwy,

Ste 109

Lakewood Ranch, FL 34202