[Hiring] Shared Services Break-Fix Coordinator @2020 Companies

Role Description

2020 Companies is now hiring a full-time Break-Fix Coordinator! The Break-Fix Coordinator is responsible for the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. This role manages the operational workflow from request intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring requests move forward accurately and within defined service expectations.

The Break-Fix Coordinator partners closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. Coordinators maintain accurate case information and provide the Break-Fix Manager with the details, status, documentation, and risks needed for client communication and program reporting.

The ideal candidate is highly organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately.

Qualifications

• 1–3 years of project coordination, operational support, field support, customer/client support, break-fix coordination, or related experience preferred
• Strong organizational skills and attention to detail
• Ability to manage multiple active requests, deadlines, and competing priorities simultaneously
• Strong written and verbal communication skills
• Ability to follow established workflows while recognizing when an issue requires escalation
• Strong follow-through and a demonstrated sense of urgency in time-sensitive situations
• Problem-solving skills and comfort gathering information from multiple sources before determining next steps
• Experience within retail execution, merchandising, field operations, client services, or operational support environments preferred
• Working knowledge of Microsoft Office Suite, including Excel
• Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred
• Ability to work independently while remaining highly collaborative with cross-functional teams

Requirements

• Ability to work CST hours preferred

Benefits

• Paid weekly
• Work remotely, from home
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Partial mobile reimbursement
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program
• Employees special pricing for multiple clients

Success Metrics

• Timely acknowledgment and progression of Break-Fix and revisit requests
• SLA adherence and timely escalation of at-risk cases
• Accuracy and completeness of case documentation and tracking
• Responsiveness to field and internal partners
• Accuracy of visit creation, revisit setup, and assignment details
• Quality and completeness of information provided to the Break-Fix Manager
• Successful follow-through from intake through resolution or escalation
• Cross-functional collaboration effectiveness
• Reduction in preventable handoff or documentation errors
• Consistency in following established Break-Fix workflows and escalation procedures