Installation Service Coordinator
Lux Windows and Glass Ltd. was founded in 1969 with just five employees in a small shop in Calgary. Now, with a 105,000 sq. ft., state-of-the-art manufacturing facility, our experienced team of more than 260 engineers, installers, craftsmen, carpenters and sales professionals are committed to ensuring our customers are always completely satisfied. This commitment to care and attention is, and always has been, the hallmark of our family business.
Intention:
To consistently provide the ultimate “Lux Experience” to every client and employee; by mindfully offering the highest level of products, quality, service, and kindness.
Expectations:
- Consistently practice and promote the Lux Windows’ intention.
- Follow company policies and procedures.
- Comply with safe work practices and health and safety legislations, policies, and procedures.
- Successfully and accurately complete daily tasks and meet deadlines.
- Keep work areas neat and orderly.
- Effectively communicate and attentively listen with clients and coworkers.
- Commit to self-improvement.
- Actively contribute to continuous improvement.
- Follow the manager’s directions and promote teamwork.
- Seek constructive and positive approaches to resolve workplace issues.
- Commitment to internal customer service and support.
- Exercise organizational and time management skills.
- Practice good attendance and punctuality.
- Acceptance of miscellaneous duties as required.
Candidates must:
- Have good organizational skills
- Able to make quick decisions
- Have good problem-solving skills
- Able to Communicate to customers and staff effectively
- Be driven to complete task quickly and efficiently
- Committed to exceptional customer service
Overall Role:
The Installation Service Coordinator in this capacity must:
- Act as the linchpin between various teams and departments,
- Facilitate clear and effective communication to pre-empt any potential issues that could arise during Service portion of the Installation process. This involves engaging with team members ranging from the front-end stakeholders to the on-ground Service Technicians,
- Liaise with the Service Technicians to ensure that all materials and services meet the project's requirements.
- Adeptly navigate the complexities of stakeholder management, balancing the expectations of clients with the operational capabilities of the team.
- Demonstrate a keen understanding of client needs, a proactive approach to addressing concerns, and the ability to negotiate solutions that align with the project's objectives and resources.
Key Responsibilities:
1. Daily Customer follow-up.
- Follow up with every customer the day after the installation has been completed
- Collect final payment from customer
- Coordinate a final inspection by the Installation Supervisor.
- Coordinate Service work by Service Technician
- Schedule inspections and service work using S.R. program
- Utilize ERP software to order components.
- Generate and manage Material Pick Lists for the Installation Coordinator/staging, including the creation of purchase orders (POs) from F.V.
- Utilize CRM (Customer Relationship Management) software to generate Pick Lists and manage project details once the system becomes available.
2. Service Reminder
- Proactively send service reminders to customers 2 business days prior to the scheduled installation, using SR (Service Requests) based on the list received from the Front-End Project Manager.
- Send confirmation emails to installers, ensuring they have all necessary information and materials for the installation.
- Employ CRM software to automate processes and workflows, including automatic triggers for upcoming scheduled jobs, enhancing efficiency and accuracy.
3. Identify Issues and Resolve
- Act as the primary point of contact for receiving issue details from Service Technicians and initiating the resolution process.
- Assess each issue by involving key stakeholders, determining the best course of action, and executing the resolution.
- Document details and actions taken in SR and FV, ensuring transparent communication and record-keeping.
- Communicate directly with clients regarding resolutions, providing updates and ticket numbers for reference.
- Coordinate with third-party contractors as needed for additional repairs or service.
- Leverage CRM software for creating Issue Tickets and summarizing issues/discussions for clients, improving response time and customer service.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
Schedule:
Experience:
- Service Coordinator: 1 year (preferred)
- Installation: 1 year (preferred)
- Windows and Doors: 1 year (preferred)
Location:
- Calgary, AB T2E 8R9 (required)
Work Location: In person
