Service Coordinator

Who we are:

EMC (Energy Management Collaborative, LLC) provides leading-edge LED Lighting + Technology conversion systems and service solutions to a broad range of multinational retail, commercial, industrial and specialized customers. Since 2003, the company has used its total project management approach, EnergyMAXX®, to successfully implement thousands of lighting upgrade projects, saving clients across industries billions of kilowatt-hours of energy. EMC has since expanded beyond lighting into smart buildings and IoT devices, system integration, custom product development, energy analytics and disinfection technologies.

EMC is looking for a self-starter who is driven to learn and take on new challenges.  Ideal candidates share our company values of Always Go the Extra Mile, Teamwork, Take Initiative, and Continuously Improve and Drive Change.

Job Summary:

The Service Coordinator position is responsible for managing a breadth of EMC’s service activities including small scope projects, warranty management and administration, planned/ route maintenance and on-demand maintenance requests.  The Service Coordinator works directly with customers, vendors and Labor Partners (lighting techs and electricians) and closely collaborates with the Logistics, Procurement, Project Management and Finance teams.

Essential Job Functions:

• Manage customers’ service work orders from start to finish including set up, tracking, material ordering, partner management, warranty management, closeout and invoicing.
• Manage customers’ small projects from start to finish by using systems, software, and project management best practices to execute timely delivery of service needs.
• Maintain good relationships with customers by providing best in class customer service and ensure all service requirements are met.
• Manage emergency work orders, off-hours and overnight project management, on an on-going basis in a rotational on-call system.
• Work with and schedule Labor Partners for service and warranty work.
• Hold internal and external partners accountable to scopes, budgets, and timelines.
• Evaluate the quality of service, identify areas of improvements, and communicate to internal stakeholders.
• Collaborate with internal stakeholders to ensure consistency in project and service quality.
• Develop and implement ideas for department improvement.
• Manage data and status update reporting (Oracle, SmartSheet, Sales Force & customer portals).
• Become a subject matter expert in relevant areas to support service efforts.
• Perform other duties as assigned.

Skills and Abilities:

• Excellent interpersonal skills, written/verbal communication with both internal and external stakeholders.
• Very fluent and efficient with Excel and working with numbers; classes or certifications are a strong plus.
• Excellent critical thinking and problem-solving skills.
• Accommodating, flexible, and able to respond to last minute requests.
• Experience with Windows, Microsoft Office (Word, PowerPoint, etc.).
• Experience communicating with vendors and customers.
• Ability to multi task, transition and keep multiple projects/tasks separated and organized.
• Ability to work independently and as a part of a team.
• Detail-oriented.

Education:

• Bachelor’s degree or equivalent experience.

Experience Required:

• 1-3 years customer service.
• Experience communicating with vendors and customers.

Experience Preferred/Other Qualifications:

• Lighting, Electrical, and LED technical knowledge.

• Lighting project management (industrial, commercial, retail, others).
• Retail operations.

Physical Job Requirements and Working Conditions (include if applicable):

• Service Coordinators do support customers and partners during “off hours” and, therefore, are expected to be available for support on some weekends and evenings/nights.
• Ability to travel up to 10%, may require on-site time.

EMC is an Equal Opportunity Employer– Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veteran.