Join our team as a

Service Coordinator

Position Summary

Position Summary:  The Service Coordinator is responsible for attaining maximum utilization of in house and field technical resources through daily dispatch of service requests.  They review client service requests and assign, schedule, and dispatch service technicians for remote or onsite service according to urgency and contractual service level agreement (SLA). Strong client relations are a must.

Education/Certifications/Skills Requirements

The Service Coordinator should have:

  1. Basic computer and operating system knowledge

  2. Interpersonal skills: such as telephone skills, communication skills, active listening, and Client care.

  3. Self-motivation with the ability to multi-task and adapt to changes quickly

  4. The ability to match resources to technical issues appropriately

  5. Service awareness of all organization’s key IT services for which support is being provided

  6. An understanding of support tools, terminology, and how technology is used to provide IT services

  7. Keyboarding skills to ensure quick and accurate entry of service request details

  8. Previous Client Service or phone related skills


Ongoing Education Requirements

The Service Coordinator will continue in position specific training which MTC feels is necessary for a well rounded job proficiency.  In addition to the position specific training there will be ongoing soft skills training.  These soft skills will include mastery of our Customer Relationship Management software, professional phone skills, communication skills, and other training determined by MapleTronics to be essential to ensuring an outstanding Client experience.  Demonstrated soft skills and positional proficiency will be used as a benchmark in determining movement to the next level in technical classification.


Physical Requirements

The physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


While performing the duties of this job, the Teammate is regularly required to sit, use hands, reach with hands and arms, talk and hear. The Teammate is frequently required to stand and walk. The Teammate must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. 


This position may require driving to and from Client sites. All Teammates who drive forMTC must have a valid driver's license and provide proof of insurance. Insurance coverage must must exceed: $100,000/person, $300,000/accident & bodily injury, and $100,000/property damage. 


Essential Duties and Responsibilities

The Service Coordinator will:

  1. Act as the single point of contact to the client for all service requests

  2. Coordinate resources within service delivery pods to maximize utilization of billable resources

  3. Schedule in house and field technical resources on the ConnectWise dispatch portal

  4. Monitor resource schedules to ensure prompt time entry and ticket flow on service requests

  5. Communicate  with Clients as required: keeping them informed of incident progress.

  6. Deliver exceptional Client service to build better perception and satisfaction.

  7. Ensure service level agreements are attained and service requests are addressed expediently.

  8. Demonstrate the ability to work in a Team and communicate effectively

  9. Escalate service requests that cannot be scheduled within agreed service levels

  10. Report the utilization of IT Support resources and successful completion of service requests to the Service Manager

  11. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

  12. Enter all work as service tickets into ConnectWise


Team Expectations

  1. Support the Client Technology Team and be an active participant in all Team activities 

  2. Attend all Team meetings. 

  3. Commit to the overall mission and objectives of your Team. 

  4. Take an active role in seeking continuous improvement of Team workflows and goals. 

Company Expectations

  1. Actively support the team and be an active participant in all team activities

  2. Attend team meetings as scheduled

  3. Engage in ongoing education to keep your knowledge level at the cutting edge of the industry

  4. Take an active role in seeking continuous improvement of team workflows and goals


Company Performance Standards

  1. Annual Evaluation 

  2. Quarterly Preview (conducted with your Team leader)

    • Review accomplishments from the previous quarter (or barriers to achieving previous goals) 

    • Establish goals for the next quarter (with measurables) 

    • Discuss resources needed (career path, tools, resources, education, etc.) 

    • Establish growth objectives (action items, tasks, areas in need of attention, and a plan outlining how to address those items)