Service Operations Coordinator

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing - all backed by the best service in the industry.

Location: Durham, NC

11:30am-8pm Mon-Fri

Job Summary:

The Service Operations Coordinator will be based at Bell and Howell's HQ office located in Durham, NC, with operations throughout the U.S. and Canada, and reports directly to the Manager of the Customer Care Center. The Service Operations Coordinator supports the call escalation workflows within salesforce. This position will manage/coordinate service calls, PM inspections, and other activities within a region to help maximize tech utilization, realization and customer satisfaction. The Service Operations Coordinator will manage most service communications and activities within their assigned region to achieve agreed upon SLA with our OEM and direct customers. This position will also act as a liaison between Service Operations and other Business Units to help drive improvements within salesforce and other call activities related to Service call workflows.

Job Responsibilities:

• Manage/Coordinate all service calls and PM inspectations within assigned regions, helping drive utilization and customer satisfaction.
• Manage and drive the field Service team and customers on PMs, installs, and open calls using district level dashboard.
• Direct support for OEMs on questions related to ETAs, call escalations and SLA questions supply feedback to OEMs in a timely manner.
• Manage assigned OEMs, represent BH in meetings with the OEMs and help drive customer satisfaction working with BH Service Operations Team.
• Subject Matter Expert for the Service organization on the salesforce workflows related to call escalations.
• Data management in salesforce work with DSSs/DSMs to maintain accurate data (PM owners, Primary secondary, and skills)
• Establishes positive relationships with internal/external customer to facilitate productive exchanges of information.
• Promotes adherence, best practices, and provides guidance to the Service organization to maximize efficiency on the salesforce workflows.

Competencies (Skills, Knowledge and Abilities):

• Strong computer proficiency, including Microsoft Excel, Word, and Salesforce.
• In-depth knowledge of Salesforce processes and workflows.
• Experience working in a call center environment, managing customer interactions efficiently.
• Ability to troubleshoot workflow issues and provide direct customer support.
• Strong oral and written communication skills, with the ability to convey complex information clearly.
• Demonstrated ability to build and maintain customer relationships through high-quality service.
• Ability to effectively root cause customer issues, manage expectations, and drive swift resolution.
• Strong active listening skills to understand and address customer concerns effectively.
• Excellent analytical skills with a proven ability to handle complex issues and find effective solutions.
• Strong decision-making and issue-resolution skills to drive operational efficiency.
• Ability to identify potential concerns proactively and develop appropriate action plans.
• Self-starter with strong ambition, drive, and motivation.
• Personally committed to continuous learning and professional development.
• Ability to lift up to 30 pounds as needed.

Education and Experience:

• A high school diploma or GED and a minimum of 2 - 4 years of related experience or equivalent combination of experience and education is required.
• Direct customer interaction (including troubleshooting assistance)

Travel: This position does not require travel.

Physical Requirements:

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Requires close vision for computer work and reviewing correspondence.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.