Business Operations Coordinator

Description

Manages closeouts of Service Orders for Startup, Billable, Break/Fix, Warranty, and Preventative Maintenance activities for STULZ Product Support. Timesheet and payroll management, processing of Purchase Orders, invoices and credit cards for services.

• Handle and resolve customer complaints/inquiries via email or phone in a timely and accurate manner
• Provides support to the Service Coordinators
• Assist in tracking incomplete and missing documentation from Service Contractors (PSN) and Technician and ensures all required documentation is received prior to approving invoices and completing the service order
• Maintain an understanding of the company’s product lines
• Start-up or preventative maintenance checklist(s)
• Works with the Business Process Administrator to identify process efficiencies and compliance.
• Invoice service orders, quotes, and sales orders for services provided by STULZ.
• Submit commission report to accounting for aftersales services
• Responsible for verifying that all required documentation and information is complete once the Service Coordinator marks it as complete, and ensures the information is accurate in SAP for QA closeout.
• Process credit card approvals/payments for billing of service orders
• Document work process for area of responsibility.
• Provide payment status on statements and past-due inquiries received from the PSN.
• Reviews Service Tickets, invoices, and checklists for accuracy and discrepancies.
• Initiates and maintains customer warranties and provides warranty certification to the end-user upon request
• Pre start-up request checklist
• Process STULZ Purchase Orders and PSN (Product Support Network contractors) invoices to be sent to accounting
• Reconciliation of Field Technician’s expense reports and ensuring the expense report items are being charged to the correct service order(s)
• Proactively interface with techs regarding expense reports and payroll
• Sort and distribute incoming mail for invoices, service tickets, etc.
• Enter and verify the Field Technician’s time and ensure that the time is going against the correct service order
• Interface with the PSNs on billing errors and/or disputes

Requirements

The Field Service Coordinator must be committed to service excellence and demonstrate a Customer-first attitude at all times, possess excellent verbal and written communication skills; must be punctual; self-motivated; have the ability to work without direct supervision, and must display professionalism, patience/empathy in time-sensitive situations

• Proficient in Microsoft Office software
• SAP experience preferred, but not required\
• High School Diploma
• Ability to work independently and as a team member
• 3-5 years in Customer Service or equivalent customer service
• Sound practical judgment of priorities
• Attention to detail is a must
• Good decision-making and communication skills
• Calmness under pressure
• Strong work ethic, trainable, coachable, flexible, and a visionary
• Ability to learn and become highly effective in SAP (ERP system)

Benefits

Service Order Closeout

• Service tickets/field reports

Training + Development

Interview process

Visa Sponsorship

Security clearance