Service Coordinator

ASSA ABLOY Entrance Systems, Pedestrian Door Solutions is considering candidates for a Service Coordinator position situated, Monroe, NC.

ASSA ABLOY Entrance Systems is a leading supplier of entrance automation solutions for efficient flow of goods and people. We offer complete pedestrian, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries. ASSA ABLOY Entrance Systems is a division within ASSA ABLOY.

This position requires a self-motivated and results driven individual who is capable of overseeing, under the direction of the Dispatch Supervisor, the field service activities of a very dynamic and busy district office. Further the objectives, duties and responsibilities below, the candidate must be able to effectively work with the service team to improve field operation efficiencies and support the district operation in reducing aging invoices to positively impact DSO.

OBJECTIVES:

• Provide superior customer service to customers via phone and email.
• Provide quick turnaround on District service calls.
• Provide quick responses to Key Account group and customers.
• Communicate effectively with Service Technicians at all times.
• Cross-train in multiple areas of the department such as quoting, creating purchase orders, etc.

RESPONSIBILITIES:

• Responsible for all aspects of customer service including, but not limited to; Answering incoming telephone calls, entering customer information in BAAN, scheduling service calls with customers, efficiently dispatching Technicians via FMP360, providing quotes to customers based on Technicians recommendations (when required), driving upgrades as directed and ordering parts (when required).
• Effectively collect all required service call information including, but not limited to; confirming billing address, confirming purchase order number if required, service call details and ensuring this information is clearly relayed in BAAN when entering service call.
• Provide feedback on status of orders to customers and Key Account group.
• Forward new equipment sales leads to Sales Representatives.
• Maintain monthly reports for key customers as instructed by Dispatch Supervisor.
• Act as the liaison between production and sales.
• Assist with the phone team to answer corporate calls.

OTHER REQUIREMENTS:

• Computer ability: Word, Excel, PowerPoint.
• Experience working in a field service industry.
• College degree preferred.
• Professional appearance.
• Pleasant telephone voice.
• Positive attitude.
• Grace under pressure. Ability to juggle many projects simultaneously.
• Organized.
• Self-motivated
• Ability to take direction well
• Excellent verbal communication skills.
• Ability to work well within a group
• High-energy, results-oriented approach.
• Reliable and disciplined.
• Dependable. Consistent attendance and punctuality are a must.
• Overtime may be required from time to time and will be paid out as per company overtime policy.  Overtime authorization required.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.