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Customer Relationship & Ticket Management
Service & Project Coordination
Administrative Responsibilities
Southeast Service & Project Coordinator
Chicago, IL$85K - $105K / yearPosted 1 months ago
Full-timeremotemid
Job Description
- Manage service tickets as assigned, ensuring timely response and resolution
- Maintains a productive relationship with the customer
- Address customer concerns and aim for first‑contact resolution when possible
- Collect feedback to identify opportunities for product or service improvement
- Keep Customer Service Leadership updated on activity status, including:
- Open ticket progress
- Items requiring additional technical or commercial support
- Escalated complex issues
- Development of SME level understanding:
- Develops deep understanding of assigned Region/KA Plants system
- Understands the solutions E80 Group offers at a functional and technical level
- Collaborate with Technical Departments in identifying suitable resources for each job
- Project Management & Coordination
- Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit, asset and system performance enhancements
- Confirm availability of necessary information to plan and organize interventions effectively
- Ability to create project scope and develop solutions in collaboration with technical teams
- Maintain full ownership of the execution worksite activities in accordance with the qualitative, economic and time-related targets set out in the offer until their conclusion
- Coordinate and request materials for intervention with E80 vendors, and working with purchasing team
- Act as interface for all stakeholders, both internal (project team) and external (customer)
- Create and maintain project plans: scope, timeline, resources, material needs, and cost
- Responsible for the preparation of quotes for service interventions, project changes requests, eventually coordinating with other departments such as spare parts team using the company tools such as CRM, ERP, planning software tools, etc.
- Working with customer and accounting to ensure timely issuing of invoice (ensure exit meeting reports, timesheets, deliveries of services, etc.) and receipt of payments
- Manage project reporting as required