Service Delivery Coordinator
Job Details
Entry
High Touch Headquarters - Wichita, KS
Full Time
High School
Undisclosed
Negligible
Day
Information Technology
Description

Position Summary:

The Service Delivery Coordinator role encompasses the scheduling, quality assurance and invoicing/billing of Tier 3 level service needs and project work.   She/he will act as the client liaison for remote and on-site sales, support and project work and will communicate with customers to ensure all services meet or exceed defined quality standards. Additionally, the Service Delivery Coordinator will play the roll of project manager, as needed, for project of a smaller scope.

Key Responsibilities:

  • Scheduling engineers and project manager based on service and project needs, skill sets and availability.
  • Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests.
  • Review and prepare all critical information for client invoicing and billing.  May perform billing as needed.
  • Track hardware and software orders and ensure accurate delivery and billing of each.   
  • Analyze and provide insight regarding the initial proposal and any final deviations to ensure future continuous improvements and accurate project plan. 
  • Act as the first point of contact to update customers, as needed, regarding the status of service need. 
  • Ensure weekly service and project time is entered and all time has been accounted for.    
  • Compile and update customer contracts as needed.
  • Successfully manage project timelines to ensure timely completion. 
  • Coordinate with purchasing, sales and account management as necessary.
  • Additional duties as assigned.
Qualifications

Required Knowledge, Skills and Abilities:

  • Ability to communicate with internal and external customers, technical support team and vendors.
  • Service Awareness of all organizations.
  • Knowledge of the key IT services for which service is being provided. 
  • Enjoy working in a faced paced environment, shifting gears quickly and multitasking. 
  • Understanding of project management basics.

Work Environment and Physical Requirements:

  • Office environment majority of the time with frequent use of computers, phones, and other office equipment or digital tools. 
  • Ability to lift up to 20 pounds

Competencies, Traits and Drivers critical to success:

Effective communication; Active listening; Collaboration and teamwork; Customer service minded; Problem solver; Organized; Detail oriented; Steady under pressure; Self-motivated; Ability to adapt quickly to situations; Ability to execute to a defined timeline.  

 

E-Verify Statement:

High Touch participates in the Electronic Employment Verification Program.  For more information please visit https://www.e-verify.gov/employees.

HTI Personnel, Inc. is an Equal Employment Opportunity company. This job description provides you with details pertaining to the position but is not a complete statement of duties and responsibilities. Other duties can be assigned or required.

 

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