Job Description

Job Summary

The Service Coordinator provides the gateway to delivering services by providing project coordination from initiation through delivery. Service Coordinators manage all processes relevant to the successful completion of PS engagements for our Accounts.

Responsibilities

- Manage all processes relevant to the successful delivery of Professional Services for our Accounts including: review of user, and logistical requirements, contacting customers and obtaining scheduling details, identifying tasks and resources, assigning, and coordinating resources, and closing the project after delivery
- The types of tasks this individual is responsible for are generally routine in scope and build skills in basic practices and procedures.
- The processes used to solve problems are clearly defined.
- Work collaboratively with professionals in several service functions, with a focus on assisting the account teams, PS managers, and PS resources through the life cycle of the projects
- Monitor project activities and engage with customers, consultants, and account teams to resolve issues and delays
- Confirm scope of engagements with customer and account team, obtain timeline and source projects based on skill set requirements and geographic location
- Organize and attend planning meetings to confirm Logistics prior to engagements
- Request and manage Contract Delivery Partners: determine assignments, establish schedule, introduce project information, and address escalations
- Train new Service Coordinators
- Participate in tool and process UAT

Job Requirements

• Excellent written and verbal communication skills.
• Process oriented
• Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
• Excellent follow up and attention to detail
• Ability to use multiple computer applications in a Windows environment and move from one application to another quickly and seamlessly.
• Customer Service or CRM experience
• 3 to 5 years of experience in a fast paced, customer-facing environment
• Should be flexible to work in shift.

Qualifications

- High-performing and hardworking with refined organization skills and commitment to quality and customer success
- Superior customer service skills, possessing proven written and verbal communication skills
- Ability to multi-task and work under pressure to meet deadlines
- Ability to work collaboratively within a team environment
- Strong aptitude for learning new technologies and familiarity with the basic hardware and services NetApp provides
- Attention to detail and sense of urgency