Service Coordinator (HE LLC) (54149)

Company Profile

Hanley Energy is a globally recognized innovator in mission critical power and energy efficient technologies with United States headquarters based in Ashburn, Virginia with regional offices in Boardman, Oregon. We also have a global presence in Ireland, Australia, Germany, South Africa, and the Nordics.

We specialize in the design, source, supply, install and commissioning of critical power and energy management solutions - from the power grid all the way to the factory process equipment and Data Center IT rack - coupled with comprehensive service and maintenance, security, consulting, and training.

Our approach is to develop partnerships with clients, ensuring excellent delivery coupled with cost-effective technological solutions. In this way, we help our clients to reduce energy costs, ensure 100% up-time and optimize their operational competitiveness.  We are looking for a Service Coordinator to join our team in Boardman, Oregon.

Service Coordinator (Full-Time Position located in our Boardman, Oregon office)

Due to company expansion Hanley Energy is looking for a Service Coordinator on a full-time basis. In this busy fast paced role, you will report to the Service Manager. You will work as part of a small admin team and undertake all administrative tasks required to ensure the smooth running of the service department.

Hanley Energy is a busy company within the Critical Power & Energy Management Industry so you will have to be the type of person who can handle changing priorities, who can deal with multiple tasks and who has an outgoing personality to always be welcoming and friendly both face to face and over the phone.

Responsibilities will include:

Operations:

• Dealing promptly and efficiently with telephone and email queries from customers, sub-contractors and staff.
• Answer customer calls to Service Department and log tickets for support.
• Ensure all service call-outs/customer tickets and relevant information are entered correctly into the database.
• During office hours main point of contact (POC) for new tickets and acknowledge receipt with originator.
• Liaise with Service Manager for assigning tickets
  • Update internal ticketing system (Smartsheet) with relevant details.
• Liaise with Service Manager/Engineers for ticket resolving
  • Communicate action plan as devised by Service Manager/Engineers to the originator
  • Follow up with the ticket owner to ensure all tickets are addressed within the allocated time, as per Service Level Agreement (SLA).
• Verify customer support requests against existing PO’s.
  • Notify Service Manager if PO not in place or PO value exceeded
• Escalate all tickets that run over their completion time.
• Run daily/weekly/monthly reports on ticket status for the benefit of management.
• To produce high quality and accurate documents to customer requirements, both internal and external.
• Ensuring pride in work completed to the fastest, highest quality, including quality checking.
• To have a full understanding of workflow processes and procedures.
• Support colleagues and work with other members of the admin team in order to achieve the best results for clients.
• Undertake additional duties as requested by Service Manager.

Customer:

• Develop positive and professional relationships with customers.
• Create and maintain highest levels of customer confidence by providing a flexible and responsive service, exceeding expectations where possible.
• Take ownership of customer escalations and provide regular updates to the customer, either internal or external.
• Assist with updating monthly and quarterly customer service reports.
• Compile and issue failure analysis and long downtime reports, as required.
• Generate Quotations in relation to Service Contracts/Tasks.

Requirements:

• 3 years’ similar Service Department/Contracts environment/operations
• Excellent computer skills including knowledge of Microsoft Office tools, specifically excel, word, and Email tools. Experience of using spreadsheets and databases.
• Excellent communication skills, both oral and written, including presentation skills and generation of concise and relevant reports.
• Knowledge of ISO quality systems.
• Motivated with "can do" attitude.
• Ability to work alone or collaboratively and daily as part of a wider team.
• High level of customer focus - proactive approach to service delivery and client satisfaction.
• Excellent organisational skills.
• Sharp attention to detail.
• Able to judge accurately when issues should be escalated to senior managers.
• SAP or Sage ERP experience is preferable but not essential.

Key Competencies:

• Client Focus
• Effective Communication
• Team Work
• Planning and Organising
• Quality
• Judgement
• Drive and Enthusiasm
• Ability to work in a fast-paced department.

Company Benefits:

•             Medical, Dental and Vision with Company Contributions

•             401(k) Plan with Company Match

•             Company Paid Life Insurance, Short Term and Long-Term Disability

•             Paid Holidays

•             Paid Time Off (PTO)

•             Bonus eligible

•             Company Car and Fuel Card with clean driving record

•             Employee Assistance Program

Hanely Energy is a V-3 Certified Employer

EEO is our Policy and the Law! Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal and state posters Here.

Salary : $80 - $100