Job Description

Description: The Service Delivery Coordinator provides advanced technical support to our onsite field technicians on repairs and installations of point-of-sale equipment and peripherals. He/she is responsible for successfully troubleshooting or escalating issues identified by the field technicians and is a valuable member of the implementation team. Individuals in this role will report directly to the Service Delivery Business Manager.

• Responsible for check in/check out of field technicians
• Provide detailed technical orientation for all field service events 72 hours prior to the event
• Document all onsite activities based on project scope including scheduling, confirmation of time and work performed, delays incurred, open issues and additional expenses
• Proactively provide alerts and escalations to the Project Team regarding technician skill sets, payment inconsistencies and budget issues
• Provide an accurate, detailed assessment of technician upon event completion
• Participate in Technician Review Meetings
• Provide logistical support when required, including package tracking, missing item resolution, site access issues and availability of Customer Technical Support
• Communicate with field technicians and customer stores to ensure equipment has arrived and confirm technician visit
• Responsible for gathering and posting technician deliverables
• Escalate calls to the Service Delivery Manager as appropriate
• Participate in Project Pilots and other Field Activities as needed

Skills:

• Strong attention to detail
• Strong written and verbal communication skills
• Excellent organization and time management skills
• Professional, high-integrity, reliable, organized, driven and results-oriented
• Proficient MS Office skills (Word, Excel, and Outlook)
• Positive Attitude
• Consistency
• Accountability
• Continuous Improvement
• Teamwork