[Hiring] Service Coordinator @Henry Schein

Role Description

The Service Coordinator serves as the primary point of contact for all field service-related requests, supporting the coordination and delivery of equipment service for customers. This role manages service requests from initial intake through scheduling and dispatch, prioritizes emergency service needs, and coordinates closely with technicians, customers, sales, and field management to support timely and effective service delivery. The Service Coordinator also monitors service activity and communicates updates and issues to the appropriate stakeholders.

Work Schedule: Monday - Friday; 8:30AM - 5:00PM Pacific Time.

Key Responsibilities

• Creates work orders, scheduling and dispatching technicians for equipment service or emergency repairs for customers.
• Partners with the District Manager regarding scheduling practices, including attending service planning meetings.
• Receives high volume of telephone calls and emails from sales, service, technicians, field management, and customers.
• Answers general questions from customers about equipment and service; reroutes calls as necessary to the correct departments, and tracks calls appropriately.
• Schedules service calls with technicians and maintains frequent communication throughout the day to help plan and organize their time.
• Determines which calls require troubleshooting, based on predetermined call type selection.
• Reviews open work orders to ensure they are assigned to a technician.
• Participates in special projects and performs other duties as required.
• Provides feedback to leadership regarding observations related to on-time arrivals, reschedules, repeat job visits, and job refusals.

Qualifications

• Ability to manage a high volume of emails and telephone calls.
• Strong time management skills and the ability to prioritize work and meet deadlines.
• Very good attention to detail and accuracy.
• Customer service oriented and the ability to work with complex issues.
• Ability to plan and arrange activities.
• Very good interpersonal communication skills.
• Very good written and verbal communication skills.
• Ability to maintain confidential and highly sensitive information.
• Ability to work in a team environment.
• Ability to multi-task.
• Ability to manage conflict.
• Capacity to work effectively under pressure.
• Establish productive working relationships at multiple levels within the organization.

Requirements

• Typically 3 or more years of related experience.
• Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

Benefits

• Medical, Dental, and Vision Coverage.
• 401K Plan with Company Match.
• PTO.
• Paid Parental Leave.
• Income Protection.
• Work Life Assistance Program.
• Flexible Spending Accounts.
• Educational Benefits.
• Worldwide Scholarship Program.
• Volunteer Opportunities.