Service Level Coordinator

Job Responsibilities:

1. Download service requests (calls) from the system and schedule them with the assigned engineers.

2. Maintain a strong understanding of all geographical locations within the assigned region to ensure efficient scheduling and routing.

3. Demonstrate proficiency in Microsoft Excel for managing data and reporting.

4. Be available and willing to travel to various client locations within the region as needed.

5. Manage, guide, and drive field engineers to ensure timely responses to service requests.

6. Update the status of each service call and ensure proper closure in the system.

7. Possess knowledge of banking products to support troubleshooting and coordinate solutions effectively.

8. Have basic computer skills, including navigation of software and maintenance of electronic records.

9. Be willing to work in the field for the first three months to gain hands-on experience and knowledge.

Key Skills Required:

• Geographical Knowledge: Familiarity with the region to enable effective service scheduling and engineer deployment.
• Microsoft Excel Proficiency: Ability to manage data and create reports for tracking.
• Field Management: Capability to coordinate and direct field engineers efficiently.
• Communication Skills: Strong communication for effective coordination between clients and engineers.
• Banking Product Knowledge: Understanding of banking products to support relevant service needs.
• Problem Solving: Ability to troubleshoot scheduling or call management issues as they arise.