Shared Services Break-Fix Coordinator

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

📋 Description

• Oversee and assess incoming break-fix requests, determining necessary store, issue, and supporting information.

• Acknowledge incoming requests in line with established procedures and communication standards.

• Collaborate with Scheduling and Field Leadership to ascertain priority and backup representative options.

• Reach out to field representatives, verify availability within required service windows, and ensure timely follow-up.

• Generate Break-Fix visits utilizing the appropriate project/request process.

• Confirm details of scheduled visits and maintain precise case status.

• Monitor and acknowledge revisit requests that necessitate action.

• Examine original visit, survey, store, representative, and revisit information.

• Duplicate and update original visits, including representative assignments and critical notes.

• Review Salesforce survey data and communicate with field representatives post-visits to verify outcomes and unresolved barriers.

• Maintain accurate Break-Fix and revisit information in tracking tools and systems.

• Document actions, visit outcomes, unresolved issues, SME guidance, next steps, and escalation requirements.

• Prepare case summaries, status updates, and supporting documentation for the Break-Fix Manager.

• Identify aging, at-risk, incomplete, or conflicting information and escalate accordingly.

• Assess whether completed visits have resolved reported issues.

• Engage SMEs when standard troubleshooting fails to resolve an issue.

• Coordinate additional visits or reassignment when necessary.

• Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager.

• Communicate effectively with field representatives and internal partners.

• Collaborate with Scheduling, Field Leadership, Audit, SMEs, Account Management, and the Break-Fix Manager.

• Participate in cross-training and maintain a working knowledge of assigned programs, workflows, systems, and escalation paths.

• Support team coverage and shared workload priorities.

• Identify recurring questions, execution issues, or process gaps for review and improvement.

⛳️ Requirements

• 1–3 years of experience in project coordination, operational support, field support, customer/client support, break-fix coordination, or a related field is preferred.

• Strong organizational skills with a keen attention to detail.

• Ability to handle multiple active requests, deadlines, and competing priorities simultaneously.

• Excellent written and verbal communication skills.

• Ability to adhere to established workflows while recognizing when issues require escalation.

• Strong follow-through and a demonstrated sense of urgency in time-sensitive scenarios.

• Problem-solving abilities and comfort in gathering information from various sources prior to determining next steps.

• Experience in retail execution, merchandising, field operations, client services, or operational support environments is preferred.

• Proficient in Microsoft Office Suite, including Excel.

• Familiarity with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems is preferred.

• Ability to work independently while remaining highly collaborative with cross-functional teams.

• Preference for candidates who can work CST hours.

🏝️ Benefits

• Paid weekly.

• Work remotely from home.

• Health, Dental, and Vision benefits.

• 401K Program with matching contributions.

• Paid Time Off.

• Paid Holidays.

• Partial mobile reimbursement.

• Scholarship opportunities for employees and their immediate family members.

• Employee Assistance Program.

• Leadership Development Program.

• Special pricing for employees from multiple clients.

• Opportunities for personal development.

• Professional stretch assignments.

• Long-term career advancement options.