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Technical Support Coordinator in Flower Mound, TX at Staffing Now

Date Posted: 11/19/2019

Job Snapshot

Job Description

SNI Companies has partnered with a reputable Video Collaboration Company in North Dallas that is in search of a Technical Support Coordinator to bring on their team. This company is a leader in this rapidly growing industry! Position offers great perks and growth opportunities for the right candidate!

Job Duties:

  • Providing excellent customer service, communications and coordination to customers while achieving high first call resolution
  • Effectively escalate customer emergencies through strong communications and coordination with the management team
  • Maintaining an accurate and organized database of service customers
  • Efficiently ordering all equipment parts and repairs
  • Maintaining an accurate and timely billing and collection process
  • Be the primary phone contact for service requests to include
  • Consistent response to system failures, warranty claims, preventive maintenance visits and other service related needs
  • Strong coordination and scheduling of regional service technician pool ensuring customer expectations and contractual compliance are met
  • Initiate and track parts to and from the manufacturers to meet service obligations
  • Strong coordination, scheduling, engagement and billing
  • Evaluate customer situation and response time from technician and if not adequate, contact management right away
  • Keep service ticket status updated
  • Quickly and accurately, enter sales orders for parts to be ordered
  • Follow up on purchase order being issued to vendor
  • Contact vendor to get shipment and tracking information on parts ordered
  • and status report on equipment repairs to include expected completion date
  • Issue manual purchase orders if needed for vendor repairs
  • Ensure that the technician time, materials and parts are accurately tracked and billed in a timely manner
  • Review closed service tickets to for appropriate mark-up to customers


Requirements:

  • High school education or equivalent, College preferred
  • Basic knowledge of AV integration and or installation
  • Strong computer skills including; Microsoft Office (Word & Excel), Microsoft Outlook, Internet, etc.Excellent Excel and database management skills
  • Experienced at software packages (ESC and Southware) will be required
  • InfoComm CTS certification preferred or within 6 mos. of hire
  • Communication skills and the ability to work well in a team environment
  • Troubleshooting and Problem-solving skills



Position is contract to hire.

For immediate consideration, please email resumes to LCampbell@staffingnow.com