Staley Technologies

General

• Serve as the primary point of contact for customers requiring break / fix service, ensuring a high level of customer satisfaction.
• Receive, assess, and prioritize service calls, ensuring appropriate assignment and timely resolution of technical issues.
• Coordinate and dispatch service professionals based on the nature and urgency of the service requests.
• Prepare estimates for labor and expenses for service calls when needed.
• Prepare and provide proposals to the customer, explaining in detail the service we will provide.
• Maintain detailed and accurate records of service calls, including customer information, issue descriptions, actions taken, and resolutions.
• Monitor and track the progress of service calls, providing updates to customers and management as necessary.
• Communicate effectively with customers and service professionals to gather necessary information, provide status updates, and ensure resolution satisfaction.
• Provide technical support to dispatched service professionals as needed.
• Handle customer complaints and escalations professionally, working to resolve issues promptly and to the customer's satisfaction.

National Services Technical Coordinator