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Customer Support
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EB00068991213 Requisition #

Brief Description of the Job:

The RSST (Retail Service Support Team) Coordinator is primarily responsible for supporting field technicians while ensuring daily tasks and workloads are being met in compliance with service objectives. You will be required to articulate well and communicate effectively with both internal and external customers

 

Duties and Responsibilities:

• Proficient with ongoing follow up and follow through by monitoring and validating daily activity of the field workforce.
• Accountable for maintaining service back logs to meet service agreements.
• Accountable for establishing strong professional relationships with Service Technicians, Installers, Inspectors, Sub Contractors and Service Team Managers to ensure robust service delivery for our customers.
• Apply established relationship to partner with the field personnel to deliver the company vision, mission and values.
• Liaison between our external customers and all internal personnel including but not limited to field personnel, technicians, and other various departments.
• Create, modify and direct technicians service schedules to ensure optimal productivity and customer commitments are met.
• Coordinates Third Party Vendor Meets.
• Relied upon to be the primary support for answering both internal and external customer inquiries to maximize customer satisfaction.
• Accurately and quickly utilize computer-based systems as necessary.
• Follow all policies and procedures required per SOP.
• Participates and succeeds at job-related training sessions and seminars as required.
• Attend required staff meetings.
• Exhibits conduct in accordance with all expectations of any and all policies and procedures pertaining to employment.
• Attendance and reliability is critical for personal and operational success.
• Subject to mandatory overtime and/or holiday scheduling as business needs dictate.
• Must be able to work nights.
• Perform additional related work as required based upon business needs.

 

**Minimum time of 12 months in role will be required before being eligible for a lateral role or promotion.  Leadership has the discretion to override when business needs are deemed necessary.

 

Knowledge, Skills and Abilities:

Experience: Coordinator, Dispatch, Logistics, Scheduler, or Inventory/Materials management experience preferred

 
  • Proficiency using MS Excel/Office Products

  • Excellent customer service and organizational skills.

  • Ability to communicate professionally with executive level customers and team members with tact and diplomacy.

  • The ability to make business decisions within guidelines without direct oversight.

  • Sound judgement and decision making skills.

  • Time Management and Prioritization skills

  • Problem solving skills

  • Detailed oriented
  • Change agent ~ ability to adapt to change

  • Ability to multi-task

  • Composure
  • Flexibility
  • Ability to work efficiently independently and as part of a team.

  • Ability to read maps

  • Ability to sit, read a computer screen and wear an over-head or over-ear headset for long periods of time.

 

Eligibility Requirements     

  • Has demonstrated key skills in current and previous role within the ESC or JCI to show readiness and competency for RSST tasks and responsibilities.
  • Must be in good standing if a current employee.
 

If you meet these qualifications and would be interested in applying, apply on-line at www.jci.careers.com All applicants MUST apply on-line

Brief Description of the Job:

The RSST (Retail Service Support Team) Coordinator is primarily responsible for supporting field technicians while ensuring daily tasks and workloads are being met in compliance with service objectives. You will be required to articulate well and communicate effectively with both internal and external customers

 

Duties and Responsibilities:

• Proficient with ongoing follow up and follow through by monitoring and validating daily activity of the field workforce.
• Accountable for maintaining service back logs to meet service agreements.
• Accountable for establishing strong professional relationships with Service Technicians, Installers, Inspectors, Sub Contractors and Service Team Managers to ensure robust service delivery for our customers.
• Apply established relationship to partner with the field personnel to deliver the company vision, mission and values.
• Liaison between our external customers and all internal personnel including but not limited to field personnel, technicians, and other various departments.
• Create, modify and direct technicians service schedules to ensure optimal productivity and customer commitments are met.
• Coordinates Third Party Vendor Meets.
• Relied upon to be the primary support for answering both internal and external customer inquiries to maximize customer satisfaction.
• Accurately and quickly utilize computer-based systems as necessary.
• Follow all policies and procedures required per SOP.
• Participates and succeeds at job-related training sessions and seminars as required.
• Attend required staff meetings.
• Exhibits conduct in accordance with all expectations of any and all policies and procedures pertaining to employment.
• Attendance and reliability is critical for personal and operational success.
• Subject to mandatory overtime and/or holiday scheduling as business needs dictate.
• Must be able to work nights.
• Perform additional related work as required based upon business needs.

 

**Minimum time of 12 months in role will be required before being eligible for a lateral role or promotion.  Leadership has the discretion to override when business needs are deemed necessary.

 

Knowledge, Skills and Abilities:

Experience: Coordinator, Dispatch, Logistics, Scheduler, or Inventory/Materials management experience preferred

 
  • Proficiency using MS Excel/Office Products

  • Excellent customer service and organizational skills.

  • Ability to communicate professionally with executive level customers and team members with tact and diplomacy.

  • The ability to make business decisions within guidelines without direct oversight.

  • Sound judgement and decision making skills.

  • Time Management and Prioritization skills

  • Problem solving skills

  • Detailed oriented
  • Change agent ~ ability to adapt to change

  • Ability to multi-task

  • Composure
  • Flexibility
  • Ability to work efficiently independently and as part of a team.

  • Ability to read maps

  • Ability to sit, read a computer screen and wear an over-head or over-ear headset for long periods of time.

 

Eligibility Requirements     

  • Has demonstrated key skills in current and previous role within the ESC or JCI to show readiness and competency for RSST tasks and responsibilities.
  • Must be in good standing if a current employee.
 

If you meet these qualifications and would be interested in applying, apply on-line at www.jci.careers.com All applicants MUST apply on-line

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