Service Project Coordinator
AVI-SPL

Job Summary

• Coordination of Preventative Maintenance project cases for Customer Care contracts.

Essential Duties and Responsibilities

• Customer Care, contractual Preventative Maintenance Visit (PMV) case vetting and review
• Create and Manage ServiceNow Reports to identify contract inconsistencies
• Create and Manage ServiceNow Reports to identify systematic misfires of auto generated workflows
• Review Special Project requirements with Senior Case Coordinator
• Establish PMV Special Project SharePoint Hub based on needs from Sr. Case Coordinator

• Establish Project Dashboards and Workbook
• Attend Service Delivery meetings as needed to provide updates, risks, solutions
• Maintain integrity of project dashboard reporting functions
• Create and assist with Salesforce reporting features
• Create guidelines for Sharepoint project folder document management

• Monitor ServiceNow Small Project T&M queue
• Review Small Project cases for level of service requested and identify proper ownership
• Case management of Small Project T&M requests whether administratively or Project Management of request
• Work with Logistics Team for quoting and part order processing as needed.
• Client communication via phone and email, to determine room availability

• Internal and Vendor communication via phone and email, for successful dispatching
• Scheduling of dispatches via ServiceNow or WorkMarket
• Assess case risks and issues and provide solutions where applicable
• Escalate risks and noted issues to Management if out of Operation Coordinator scope
• Update established work orders with template verbiage for problem description and dispatch detail

• Ensure cases adhere to framework and documentation is maintained for each case
• Provide administrative support as needed
• Document and notify proper team members of any changes, adds or deletions to contractual room listing
• Phone support for incoming calls regarding Preventative Maintenance and Small Project scheduling
• Monitor PMV Scheduling and CRG PMV Scheduling Microsoft email inboxes for inquiries and scheduling

• Proactively provide feedback, communication and follow up information in a timely and professional manner
• Final case closure notification and completed documentation correspondence.
• Maintain professional timely responses and flow for open projects as assigned

Other duties assigned as needed

Skills and Abilities

• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Strong organizational skills and excellent attention to detail
• Must have clear and professional communication skills (written and oral) both internally and externally
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

• Demonstrated customer service focus and client communication skills
• Ability to handle sensitive and confidential information
• Proficient with Microsoft Office (Word and Outlook)
• Advanced skills in Microsoft Excel (Advanced formulas, Table & Formatting, Conditional Formatting, Advanced Charting, Pivot Tables & Pivot Reporting
• Sharepoint (Hub Creation and Management)

• Ability for Risk Management Assessment

Education and/or Experience

• Minimum of a high school diploma or equivalent
• Minimum 5 years’ similar Case Operation Coordinator experience preferred

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