Sr. Installation Coordinator (100% Remote)

Summary:

The Sr. Installation Coordinator ensures the smooth handling of installation and service tickets and administration of key workflows within field service operations. This role is responsible for frontline management of contract work order scheduling, assignment and approvals, monitoring at-risk assignments, addressing higher-complexity inquiries, and an expanded series of ad hoc assignments designed to meet quality and cost standards. By managing these responsibilities, the Sr. Installation Coordinator has direct impact on schedule to completion and field utilization objectives as well as the overall efficiency, efficacy and productivity of field service operations.

What This Role Does:

• Manages task load associated with the scheduling and assignment of contract work orders to meet service level requirements across quality and cost.
• Monitors and triages “at-risk” contract work orders using predefined task, case and dashboard tooling.
• Vets first round counter-offer approvals on contract work orders, within set limits.
• Processes contract work order approvals for invoice readiness within payment terms.
• Responds to routine inbox activity across Trainer-tech and vendor workflows as first-in-line liaison.
• Processes asset returns through established channels.
• Coordinates with Inside Sales to align scheduling and operational capacity with sales volume forecasts.
• Ensures timely response to internal inquiries.
• Acts as an operational subject matter expert (SME) to tier 1 Installation Coordinators.
• Executes advanced daily close out processes.
• Vets mid-tier counter-offer approvals on contract work orders, within set limits.
• Manages inbound calls from and transferred to the “Installation hotline.”
• Processes escalated field case management and complaints as assigned by Supervision and Department Management.
• Supports Trainer-tech coaching in conjunction with Field Training and Experience Specialist and Management.
• Actions Net Promoter Score (NPS) triage workflow.
• Processes “second device approvals” and additional order requests.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required; continuing education is preferred. Equivalent combinations of education and relevant experience may be considered.
• A minimum of six (6) months of experience in the Installation Coordinator role is required, meeting or exceeding productivity key performance indicators (KPIs) with a proven record of performing the Installation Coordinator role at proficient levels.
• Ability to grasp, adapt to, and implement new processes to drive efficiency and achieve optimal results.
• Strong attention to detail.
• Experience working with Salesforce.com or a similar customer relationship management (CRM) system.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

• Scheduling experience.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.