Service Support Coordinator - Hybrid

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

*Please note - The pay rate will be based on experience*

What TAPCO has to offer you:

• Quarterly Gainsharing Bonus Plan
• 10 Paid Holidays
• Paid Vacation and Personal Time
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Generous Employer Match and fully vested from day one
• Company-Funded Personal Protective Equipment
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee.

What you will accomplish as a Service Support Coordinator at TAPCO:

In this role, you will be responsible for the daily coordination of field service operations. This role primarily relates to Intelligent Warning Systems, Parking/Access Control, Security, CCTV, Intelligent Transportation Systems, Signal, and related software management systems we provide. Your duties involve interaction with a wide variety of established customer accounts, vendors, sub-contractors, and co-workers from all company areas and the public. As a front-line ambassador for TAPCO, you are relied upon to promote a positive customer experience to fix right the first time, every time. This position reports to the Service Coordinator Manager.

Essential Duties and Responsibilities

• Resolves customer issues on the first call with minimal supervision to the customer's satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed.
• Creates an exceptional service experience by using professional customer service techniques, personalized attention, and a driven focus on exceeding customer expectations by clearly communicating with customers of scheduled work and service availability.
• Coordinates returns, vendor repairs, and associated internal/external RMA process management - Including managing and creating purchase orders, sales orders, vendor RMA's, and purchase return orders when necessary.
• Maintains accurate records and prepares requested reports.
• Communicates effectively with multiple groups and meets deadlines.
• Establishes and maintains effective working relationships with other employees, contractors, vendors, sub-contractors, and customers.
• Directs sales quote generation and follow-up for parts, services, upgrades and maintenance/support agreements; ongoing coordination, renewal management and billing of associated contracts and any services provided.
• Monitors, prioritizes, and follows up on all open service cases until resolved and closed using company-specific software: ServiceNow, NAV, HubSpot, etc.
• Maintains and tracks warranty records for customers and vendor-provided materials over the service life.
• Participates in ongoing company-wide continuous improvement and assigned activities.
• Follows up on outbound sales efforts and service satisfaction.

Required Experience and Knowledge/Skill/Ability

• Associate degree in IT/Computer Systems Technology or similar preferred
• 2 to 5 years of industry experience with field service coordination and/or phone support skills
• Previous A+ or similar certification, helpdesk and/or AutoCAD experience a plus!
• Proficient with Microsoft Windows and the entire MS Office Suite, especially Excel
• Excellent verbal and written communication skills
• Proficient with PC operation, associated hardware, and software knowledge along with a basic understanding of the components and functions of an IP network
• Strong scheduling, project, and time management skills
• Excellent customer service skills in a high-volume environment with the distinct ability to work under a sense of urgency dealing with a wide range of personality types in and out of the company
• Ability to train and quickly develop a technical working knowledge of our systems and software to communicate with customers and vendors effectively and intelligently at all levels

About Us:

At TAPCO, our mission is to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status" or other acceptable tagline in all printed employment advertisements

If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462