ECC Technical Services

TECHNICAL SERVICES COORDINATOR

Office(s)

OMAHA, NE


The reason why ECC has become one of the top systems integrators in the U.S. is our service. With our responsive and effective support, our clients know they have a technology partner they can rely on, and that's why they continue to partner with us.

Our team is built around people that make a difference, creating solutions that make an impact. From football stadiums, to hospitals, to schools and banks, you'll help service technology system projects that power the Midwest.

This position is a split role that includes the Service Coordinator along with Warehouse Associate. The primary Service Coordinator role is responsible for expediting service calls and orders from customers, scheduling and dispatching technicians, equipment research, ordering equipment, equipment repairs and other administrative duties.  The Service Coordinator is also responsible for providing pricing proposals for the customer. The secondary role is typical warehousing tasks required to ship, receive, track and maintain origination of equipment that is used for service and system installations.

 

Primary Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance may be measured:

1. Service Coordination

  • Answer/respond to incoming phone calls and emails in a timely fashion. 
  • Serves as the face of the ECC brand and reputation; properly greets and interacts with customers in a courteous, respectful and professional manner.
  • Submit purchase requests for equipment.
  • Monitor upcoming inspections, incoming parts, etc. to dispatch and schedule current/future events for service technicians accordingly on Outlook calendars.
  • Maintain and process Q360 helpdesk tickets through the Service workflow daily.
  • Relay work orders, messages, or status information to or from technicians or customers.
  • Promotes ECC Support Agreements.
  • Safeguards and documents equipment and materials assigned to projects in accordance with company policies.

2. Quality Assurance and Customer Satisfaction

  • Operates as the immediate representative or “voice” of the Company when interacting with Customers.
  • Develops a relationship with the Customer’s key decision maker in Service and Support.
  • Presents self in a professional manner and positively represents the company image.
  • Cultivates positive working relationships within and across departments.
  • Engages in behaviors that foster a healthy work environment and company culture.
  • Adheres to company-issued policies, procedures, core values, behavioral or other standards as prescribed by ECC.

Secondary Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The following areas of responsibility represent Key Results Areas (KRA’s) for which performance may be measured:

1. Shipping and Receiving

  • Package equipment to be shipped.
  • Gather tracking information on material to be received and communicate lead times to install manager.
  • Verify part numbers and quantities.
  • Assign job shelf locations and move material to appropriate location.
  • Receive materials into Q360.

2. Pick and Stage Parts From Inventory

  • Pull items from inventory and assign to appropriate job shelf.
  • Pull material from job shelf and gather for technicians to pick-up.
  • Pull material from job shelf and gather for techs to pickup.

3. General Warehouse and Office Tasks

  • Housekeeping i.e., trash removal, sweeping.
  • Assist office staff (i.e. paperwork, filing).
  • Assist with inventory tracking.
  • Any other tasks assigned.

 

Required Knowledge, Skills, and Ability 

  • Ability to read, understand, and act upon a written scope of work or work narrative.
  • Proficiency of programs such as MS Word, Excel, and Outlook.
  • Must thrive in a fast-paced environment and effectively handle stressful situations.
  • Capable of working independently, without direct supervision or guidance, as well as in a team environment.
  • Must be solution-focused, forward-thinking and organized.
  • Ability to work overtime as required by the job.
  • Strong organizational skills and attention to detail.
  • Ability to effectively multi-task.
  • 3+ years administrative / general office experience is preferred.

Required Education and/or Work Experience

  • High School diploma or GED.
  • 2+ years in a customer-facing, customer service role.
  • Previous service department and customer service experience.
  • Experience dealing with manufacturers and vendors.
     

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such requests should be made in writing to the position’s supervisor and/or Human Resources. All requests shall require review by the Human Resources department.

  • Sitting for up 8 hours a day.
  • Repetitive motion, substantial movements of the wrists, hands, and/or fingers.
  • Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects.
  • Ability to travel overnight, up to 5% of the time.
  • Ability to travel to Electronic Contracting Company regions.
  • Ability to use personal computers, basic scanning devices, smart phones and professional tablets.

Why ECC

  • Benefits including flexible spending account, health, dental, and vision
  • Paid time off
  • Paid holidays (8)
  • 401K/Profit sharing
  • Short term disability
  • Training and professional development opportunities
  • Dynamic company culture
  • Company apparel stores
  • Company laptop


ECC IS AN EQUAL OPPORTUNITY PROVIDER.


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