Service Coordinator (Client Focused)
WESTBURY NATIONAL
Ontario, Canada
6d ago

As a member of the Service Department the Service Coordinator reports directly to the Client Care Manager and ultimately to the division’s Director of Operations.

This role will be based in our head offices in Scarborough, Ontario.

The Client Care Coordinator will be knowledgeable in the use of various manufacturers’ DSP system platforms, control automation systems, digital video switching and distribution systems, telephone hybrids, video conference codecs, TCP / IP networks and network equipment, and the use and implementation of these systems in professional audio-

visual systems and environments.

The position will be working closely with all members of the project team including all Audio + Visual Solutions departments.

The responsibilities may include, but are not limited to the following :

  • Handle incoming requests calls’ for service through phone, e-mail, web interface etc.
  • Provide support to clients using phone, e-mail, web interface etc.
  • Triage and assess severity (with help of others) of calls and determine the appropriate response
  • Coordinate with client, schedule and dispatch appropriate resources
  • Create documentation for all aspects of the service calls
  • Maintain a database (Service Workorders) of all products with issues or failures (warranty and non-warranty)
  • Process purchase orders
  • Arrange for items to be repaired either in-house or at third-party facilities
  • Communicate with the Project Managers for handover from active project to warranty status
  • Ensure technicians have received and understand assignments, and coordinate any tool and / or vehicle requirements
  • Qualifications :

  • Knowledge of various Audio-Visual (AV) equipment and possess an understanding of AV-system functionality
  • Ability to understand and interpret AV drawings
  • Ability to interact with employees, customers and co-workers in a professional manner
  • Effective time management and an attention to detail
  • Possess an understanding of digital video formats and transmissions, and control system topologies and networking
  • Willing to learn new technologies and applications as they apply to the AV industry
  • Ability to troubleshoot and solve reported issues
  • Ability to generate effective business and technical correspondence
  • Ability to interact with employees, customers and co-workers in a professional manner
  • Must possess a valid Driver’s License and be insurable under corporate vehicle insurance policy
  • Work within the company’s health & safety and operational policies & procedures.
  • Ability to lift items up to 50lb, or more with assistance
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