Service Coordinator

Service Coordinator

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do.

Under general supervision, the Service Coordinator is responsible for partnering with account managers to drive the profitable execution, growth and satisfaction of their customer portfolio. Through partnership with your assigned teams, the service coordinator effectively owns the scheduling for planned service as well as time and material and service projects. A key position within the service department, the role is responsible for contributing to the productivity and efficient scheduling of your field teams. You will ensure we meet commitments to the overall satisfaction of our customers and the business. Key business functions of the role include championing the service agreement renewal process, timely and accurate billing of reactive service as well as cost awareness of your team agreement portfolio.

Key Responsibilities

• Partners with the Service Account Manager to prepare execution plans for scheduled service visits. Manages service team scheduling to ensure maximum efficiency in execution and customer expectations.
• Engage with the service specialists to actively schedule unplanned work to meet client needs.
• Answers customer calls. Resolves or escalates issues to appropriate party.
• Open work orders/triage client calls upon a request for service.
• Ensures specialists are provided with weekly schedules that maximize productivity and utilization opportunities.
• Proactively ensure weekly schedule is communicated to customer contacts. Adjust accordingly and communicate with the internal team.
• Assign and dispatch specialist(s) to scheduled and unplanned service using service technology platform.
• Coordinate assurance plan completeness, closure and reporting from service team to SAM.
• Ensure and perform timely completion and billing of out of scope service requests (T&M and repairs). Meet established invoicing KPI's and aging unbilled targets.
• Proactively call clients upon close of service out of scope call. Ensure closure, check satisfaction, notify of pending invoice and gather purchase order if not already in hand.
• Champions the renewal process at 120 days prior to expiration. Engage SAM and others on the account team as required to ensure on time renewal of existing base.
• Prepare and complete agreement or renewal booking.
• Remotely support the service specialist team in quoting, approval and scheduling the execution of field service work.

Required Qualifications

• High school diploma or GED
• 2+ years of scheduling/dispatching experience

Preferred Qualifications

• Strong written and verbal communication skills.
• Strong business and accounting acumen.
• Ability to multitask and manage multiple issues concurrently.
• Ability to prioritize work activities based on the impact to desired business targets.
• Proficiency in MS Office and advanced estimating and execution tools.
• Experience with cloud based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred.
• Strong teaming skills.

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.