Service Coordinator II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the entire lifecycle of service requests that necessitate site visits, from initial intake through scheduling and readiness for execution.

• Assess incoming cases from Technical Support and determine subsequent actions, including validation of scope and required services.

• Establish and confirm scopes of work for both internal Field Service Technicians and external service partners, ensuring clarity and completeness before dispatch.

• Choose the appropriate service resources based on scope, location, cost, and partner performance, optimizing for both efficiency and quality.

• Administer service queues and case pipelines within Salesforce, ensuring data accuracy and that all requests advance within established timelines.

• Maintain proactive communication with customers concerning scheduling, delays, and next steps, guaranteeing a high-quality service experience.

• Review and approve partner quotes and invoices to ensure they align with the defined scope of work and cost expectations.

• Track job progress and follow up on pending or delayed work orders, escalating any risks to timelines, quality, or customer satisfaction as necessary.

• Collaborate with Field Service, Supply Chain, Engineering, and other internal teams to address blockers and ensure successful job execution.

• Aid in partner performance management by providing feedback, identifying recurring issues, and participating in partner reviews.

• Perform root cause analysis on service issues and recurring failures, documenting insights and contributing to process enhancements.

• Identify workflow inefficiencies and propose enhancements to processes, tools, and coordination practices.

⛳️ Requirements

• A BS/BA degree is preferred.

• A minimum of 2 years of experience in service coordination, operations, or customer support roles within a high-volume environment.

• Excellent organizational and time management skills, with the capability to manage multiple service requests simultaneously.

• Ability to make decisions amid ambiguity, weighing speed, cost, and customer impact.

• A customer-first mindset with strong communication skills, both written and verbal.

• Experience with CRM or service management platforms, preferably Salesforce.

• Attention to detail, especially in scope validation, scheduling accuracy, and cost control.

• Ability to work cross-functionally and manage various stakeholders, including external service partners.

• Proactive, resourceful, and comfortable operating in a fast-paced and evolving environment.

• Experience in residential solar, construction, or field service operations is preferred.

• Familiarity with service partner networks and contractor-based service models is preferred.

• Proficiency in Spanish is a plus.

🏝️ Benefits

• Unlimited PTO

• Medical coverage

• Dental coverage

• Vision coverage

• Paid parental leave

• Retirement plans