Reporting to the Break-Fix Manager, the Break-fix Coordinator position has the following
responsibilities:
· Coordinate workflow
· Manage calendars for the engineering team.
· Assign tasks and track progress.
· Provide customer communication throughout each project (Before, during, and after)
· Complete project and final billing paperwork
· Ensure all projects are thoroughly documented (CRM and BAP)
· Participate in conference calls to determine client needs.
· Ensure issues are escalated when appropriate.
· Complete post-project evaluations and surveys
· Ticket review and monitoring of projects post-completion and identification of any potential issues or additional needs.
· Obtain tracking information and track any drop-shipped equipment.
· Generate and distribute a daily report of current and aging projects.
· Provide Leadership to the support room in the absence of a supervisor.
· Assist leadership with quality reviews, coaching, and developing of break-fix engineers.
Requirements
· Customer service (previous phone/helpdesk experience a plus)
· Basic Networking (TCP/IP, DNS, DHCP etc.)
· Familiarity with all Microsoft Office products (Word, Excel, Visio, etc.)
· Sugar CRM experience a plus
· Ability to multitask and prioritize multiple responsibilities.
· Familiarity with or previous experience working in a Project environment.
· The candidate must have solid interpersonal skills and be a team-player.
Benefits