Service Delivery Coordinator

• Route and assign daily jobs across the technician workforce, matching job volume to each technician's demonstrated capacity.
• Maintain workforce availability at the department standard, coordinating with regional Operations Management to fill gaps.
• Adjust routes in response to callouts to protect appointment-window completion and revenue.
• Confirm technicians are active in required systems and en route on schedule each morning.

• Verify same-day callouts are submitted, rechecked, and confirmed per the department standard.
• Escalate nonstandard callout requests and capacity-loss events through the proper management chain.
• Log all callouts and capacity-loss events for tracking and resolution.

• Monitor technician jobs-per-day against market-specific targets.
• Track and report KPI metrics, including completion percentage, repeat percentage, and Bob Update tracking.
• Track and manage capacity-loss events.
• Maintain PUC records and related regulatory tracking.
• Track pre- and post-call results and notate any saved repeats.

• Work posted support tickets within the department response standard and resolve or escalate promptly.
• Own system activation support: ONT activation, ONT port bounce/refresh, and Eero account setup and troubleshooting.
• Challenge every non-completed job and exhaust standard resolution options before approving it as a referral.
• Submit free service offer requests where applicable and route engineering, construction, and PUC handoffs to client local management.

• Complete call-aheads and callbacks at the department's target rate.
• Handle post-install repeat calls and advanced troubleshooting; route escalated field concerns to Field Operations Managers.
• Pre-call scheduled jobs and follow up on closed jobs, tracking referrals prevented as a result.

• Prioritization under time pressure — manage multiple live routing and escalation decisions simultaneously without losing track of deadlines.
• Clear, concise communication — relay status and delays accurately across technicians, customers, and internal teams.
• Working proficiency with dispatch/scheduling and service-record systems (e.g., VX, Simple, ticketing/referral platforms).
• Data accuracy and attention to detail — logs and metrics feed department-level reporting and must be reliable.
• Sound judgment on when to resolve directly versus escalate, and to whom.
• Comfort operating with real-time accountability — decisions on routing and capacity have immediate operational impact.

• Early-morning coverage is part of the role; the team operates across time zones and coordinates coverage windows accordingly.
• Real-time operational environment: routing, callout, and support decisions carry same-day impact and deadlines.
• Varying tours and hours may be required, including possible weekend or holiday coverage per department schedule.
• Must work with minimal supervision, prioritize multiple live workstreams, and meet time-bound standards consistently.

• Honesty and Integrity — Do the right thing on every job, every log entry, and every customer contact — especially when no one is watching.
• Attitude Over Skills — Skills can be trained; bring the attitude that lifts the team every day.
• Courage Through Communication — Raise problems early and honestly — bad news should travel fast, accurately, and with a proposed next step.
• Energy, Effort, Execution — Bring the energy, put in the effort, and finish what you start.
• Sharpen Your Axe — Invest in your own development — better tools, better skills, better results.

Conexa Technologies is an Equal Opportunity Employer and provides reasonable accommodations for qualified individuals with disabilities throughout the hiring process. Employment is at will and may be terminated by either the employee or the Company at any time, with or without notice, subject to applicable law.