Services Coordinator ( Área de Despacho)

• Provide responsive customer service. Answer customer phone calls, ASI App Requests and Monitored ASI Connect Requests quickly and pleasantly. Gather all the customer information required for proper scheduling and invoicing. Input the information into dispatching system.
• Schedules all customer requests (installation, service, and emergency repairs.) promptly for service and dispatch the appropriate service technician based upon the customer, the nature of the call, the skill level required, the response time required, etc.
• Generates and assign Work Orders and notifies customers and service representatives 24 hours in advance.
• Interacts and communicates with Service Supervisors and Monitoring Center personnel to assign/dispatch Service Technicians.
• Schedule and verify completion of all preventive maintenance within five days of scheduled date.
• Coordinate preventive maintenance services with customers in advance and confirm at least 24 hours prior service.
• Assure all maintenance are completed on time.
• Assure all troubleshooting service calls are serviced within contracted response time.
• Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules.
• Prepare Purchase Orders to techs and supervisor as required, and complete PO cycles: issuing, matching, receiving report, PO data entry, reconciliation, job costing and PO filing.
• Establish and maintains all necessary files, including but not limited to, booking packages, equipment warranty documents, insurance documents, etc.
• Follow-up promptly on any open items (open work orders, rescheduling, etc.) following the conclusion of the service call. Follow up on all recommended work by providing written quotes after final approval of your Service Director.
• Prepare subcontracts as required and revise all requirements, including insurances, are met before authorizing subcontractor deployment.
• Request general liability and workmen compensation insurances as needed.
• Accurately maintain contracts file updated: copy of proposal, copy of contract documents, service records, equipment, and parts warranty.
• Keep track of equipment warranty and file reference documents accordingly.
• Report to the Service Director any issues with customers, vehicle, techs, service calls, & contracts.
• Maintain insurances log for contract and services and perform renewal process as required
• Audits service reports.
• Generate monthly PM calendar for next month.
• Report to Service Director:

• PM hours vs Service calls generated
• PM actual hours vs available hours
• Fleet due maintenance
• Service Contract Renewal Schedule
• ASI App vs Phone Service Calls
• Preventive (From ASI Connect) vs Reactive Dispatching
• Reactive Call Dispatching Time (Call to Arrival)
• Motorist Observation Rate (TTG KPI’s)
• Mean time to Resolution (TTG KPI’s)
• Schedule Service Completed on Time (TTG KPI’s)
• % Non-Productive Time (TTG KPI’s)
• Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests.
• Perform other duties as assigned.

• Bachelor’s Degree in Business Administration or related degree preferred
• Minimum experience 3 years in related field
• Fully bilingual (Spanish and English, oral and written)
• Experience in computer programs, Microsoft Office, Outlook, Internet.

Aireko Services & Installations