Service and Technical Coordinator

Job Description

<p><b>Your Responsibilities</b></p><ul><li>Take responsibility for all service-related activities, including overseeing service call processes, scheduling service calls, documenting closure of service calls, overseeing independent service providers, confirming installation site preparation and other related duties as assigned.</li><li>Make outbound calls to customers for the purpose of:</li><li>Promoting the sales of Preventative Maintenance and Extended Warranty agreements Service contracts and maintenance plans including reaching out to business partners, quoting, and finalizing sales</li><li>Finalizing installation plans and site readiness</li><li>Improving the number of responses to field service surveys from both Miele and Service Provider technicians</li><li>Support service contract sales, including reaching out to business partners, quoting, and finalizing sales</li><li>Ability to manage 'special projects' while maintaining regular responsibilities</li><li>Adherence to Miele's core principles, professional appearance and conduct standards.</li></ul><p><b>What we are looking for</b></p><ul><li>2+ years of customer service experience</li><li>2+ years of call center experience</li><li>2+ years of service call planning experience</li><li>Experience using CRM systems is an asset</li><li>ASW/SAP experience preferred</li><li>Good computer skills with knowledge of Microsoft Office 365 (Excel)</li><li>Ability to read, write and comprehend instructions, correspondence, and memos in English/French</li><li>Ability to read and interpret documents such as safety rules, operation and maintenance manuals in English/French</li><li>Ability to apply concepts of basic math</li><li>Excellent customer service and communication skills</li><li>Ability to manage difficult customer situations</li><li>Ability to multi-task</li><li>Ability to work independently</li><li>Self-motivated and dependable.</li></ul><p>The salary range for this position is $58,000 to $65,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education, experience, relevant skills, and alignment with market data.</p>