Service Coordination Supervisor

Overview

The Service Coordination Supervisor is responsible for directly managing a small team, leading, training, and coordinating requests from customers for product installations and service in accordance with established service levels and standard business processes and procedures. The role provides training and support to team members, assists with customer issues, evaluates adherence to customer service metrics, and develops processes to improve efficiency.

• Directly manage and lead a team of Service Coordinators while performing daily coordination duties as needed.
• Ensure standard processes are adhered to and execute all processes related to coordinating new product installation requests, including identifying needed fulfillment partners and communicating customer needs to partners.
• Manage customer expectations through proactive outreach and provide timely feedback to customers.
• Provide direction and problem resolution to team members as circumstances warrant.
• Handle escalation of issues and conflicts with clients when warranted.
• Serve as a main point of contact for major account management, project launches, and customer pilots.
• Maintain installation information using appropriate tools by recording transactions from sales opportunity to sales achievement in accordance with business processes.
• Develop and maintain good relationships with fulfillment partner networks and other key customers as assigned.
• Collaborate with internal departments to identify best practices and implement standard processes and supporting documents.
• Identify market needs and gaps through analytics and provide forecasts of installations.
• Work with team members to foster a strong focus on professional customer service.

• Required:
  
  High school diploma or GED.
• Required:
  
  5+ years of related work experience in a customer-facing role.
• Preference:
  Associate’s degree.
• Knowledge of Kinetico products.
• Ability to work with and guide team members.
• Experience with ERP software and other web-based applications.
• Good mental and visual attention to detail.
• Good verbal and written communication skills.
• Good interpersonal and customer relation skills.
• Good analytical and problem-solving skills.
• Good organizational skills and ability to multi-task.

The Service Coordination Supervisor reports to the Service Enablement Manager. Internally, this role manages a team of Service Coordinators and collaborates with multiple sales, field service, and technical service teams. Externally, the role serves as a main point of contact for service and installation for customers and fulfillment partners.

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

Kinetico has a long-standing history since 1970, focused on non-electric, fully automatic water treatment systems. The company is part of the Axel Johnson Group of companies and operates with a global network of independent dealers and distributors serving nearly 100 countries. Kinetico is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of protected characteristics in accordance with applicable laws.

E-Verity:
We verify the identity and employment eligibility of individuals hired for employment in the United States.