Pro IT Services: Professional - Proactive - Proficient

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Operation Service Coordinator (OSC)

Job Type:

Full-time; non-exempt

Reporting Relationship:

  • Reports to Director of Operations and Chief Operations Officer
  • Works directly with Technical Advisors coordinating their daily schedule.
  • Works directly with Account Advisors to support and manage the implementation of their client projects.

Qualifications and Responsibilities for Operations Service Coordinator

  • The ideal candidate will have two years of experience as a Service Coordinator or a similar role.
  • Have a passion for technology with some experience in troubleshooting technical issues.
  • Have experience in the IT/Managed Services industry.
  • Team-oriented work style with proactive problem-solving skills
  • Ability to work in a fast paced, regularly changing environment with the ability to work on multiple initiatives simultaneously.
  • Ability to work independently and is a self-starter to meet the daily needs of the position.
  • Excellent writing, verbal and interpersonal skills are required with the ability to communicate effectively.
  • Some experience as a team lead or equivalent leadership role. Though not a supervisory role, this position requires motivating and holding accountable our technical advisors to complete their tickets in a timely and thorough manner in accordance with company expectations and protocols, navigating the occasional challenging client expectations, and using diplomacy to resolve conflicts.
  • Ideally you would be able to command the respect of our technical advisors yet be diplomatic and customer service oriented.
  • Process-driven, with the ability to recommend and implement changes for process improvement.
  • Experience with ConnectWise a plus
  • Must have a positive, friendly, disposition.
  • Be willing to work some overtime to meet scheduling needs for clients.
  • On rare occasions, be able to lift to 50lbs, bending, standing, walking, kneeling, and being in awkward positions.
  • This position can be an in-office, remote or hybrid position based on the candidate’s experience, location, remote abilities, and the ability to meet the needs of the company.

Job Duties

The duties of the OSC include,

  • Consistent hands-on management of all Operations ticketing/scheduling/dispatching activities.
  • Assure the fulfillment of all Department policies and procedures.
  • Manage and assume responsibility for efficient and prompt dispatching of all service tickets and meeting Company SLA commitments for Agreement clients as well as T&M clients.
  • Be an active member of the Company Contact Center responsible for prompt, efficient and courteous processing of all client engagements.
  • Manage and assume responsibility for maintaining technical time tracking and verifying proper coding of all time logs and service tickets.
  • Manage and assume responsibility to fulfill polices and meet standards of performance for service work to maximize productivity of all manpower available for T&M service and secure excellent customer satisfaction reviews.
  • Manage and assume responsibility for Agreement SLA service delivery for all Company Agreements and fulfill polices and meet standards of performance for Agreement services.
  • Verify that notes on all service tickets have been accurately entered in ConnectWise Manage and that warranty and Agreement support tickets have been accurately entered and coded to the appropriate client Agreement in ConnectWise Manage.
  • Verify that customer account data in ConnectWise Manage is verified for accuracy and completeness during each call and updated or corrected appropriately by ATS team members.
  • Maintain a system of customer satisfaction follow up calls to assure that technical support performed were satisfactory and that appropriate callbacks or internal escalation is initiated to remedy any shortcomings. Provide the Director of Operations with satisfaction ratings by Technical Advisor monthly.
  • Manage and assume responsibility for anticipating and communicating resale product needs and subscription renewals to the Purchasing Agent and recommending appropriate stocking levels to provide adequate coverage for clients covered with Agreements.
  • Maintain Technical Advisor on Call list for the Department.
  • Coordinate pre-field requests with the Sales Department.
  • Resolve customer service and invoice disputes and recommend resolution for disputed amounts above $250 per customer and report to the Director of Operations the status of chronic service issues and escalations.
  • Schedule a quarterly Vehicle Inspection for all Department vehicles for proper maintenance and cleanliness.
  • Work Directly with Director of Operations and/or COO to schedule and coordinate weekly Technical Advisor team meetings. Assist in the preparation of agendas and minutes of all meetings.
  • Review quarterly technical certifications and training objectives for Technical Advisors with Director of Operations and schedule training time for each individual Advisor in line with their support and scheduling needs of the clients.
  • Adhere to all Company Policies & Procedures including the Employee Handbook and enforce all policies within the Operations Department.

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Supplemental insurance
  • PTO
  • Paid Holidays

Schedule:

  • 8-hour shift
  • Monday to Friday – 8:00a – 5:00p (PST)

Company Overview:

ATS is an industry awarded and respected managed technology solutions provider that partners with businesses to implement the latest enterprise IT networking and infrastructure, unified communications, cyber-security, business continuity, video surveillance and cloud technologies. These products and services are delivered as a proactive managed service model following our core values resulting in peace of mind that all critical business systems meet expectations of high availability, security, and optimization. With expertise on a wide range of expertise, ATS is a business’ complete technology partner. Our services match the needs of small and medium-sized enterprises with optimized technology that provides best-practice solutions which creates a competitive advantage and makes a positive impact for the client’s bottom line. With over 45 years of experience, ATS has gained an excellent reputation for designing, implementing, and proactively supporting solutions that focus on converging applications allowing the company to grow and partner with businesses throughout Northern California and across the United States. ATS has three California offices located in Concord, Sacramento, and Redding.

Interested In Joining Our Team?

Please email us your resume, fax to (925) 602-1510 Attn: Branch Sales Manager, or complete the form below: