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The Service Operations Specialist is responsible for the effective deployment of technicians to assigned customer work orders. The Specialist acts as a member of branch leadership, working in close collaboration with the Service Manager and Lead Technician(s) to safely deliver high quality service in accordance with customer expectations. The Specialist acts as a primary interface for the branch with National Service Accounts (NSA), Supply Chain, the Customer Care Center, and Service Billing.

Duties and Responsibilities:

• Assure techs have checked-in and checked-out of customer portals.
• Monitor service quality KPIs (FTF, SLA, revisit resolution) and financial KPIs (billing efficiency and overtime) and facilitate technician achievement of these objectives. Participate in monthly Service Ops calls with Service Leadership to review branch performance and assist in diagnosing required improvements.
• Create work orders as needed to assure completion of customer service requests (secondary only; primary work order creation is the responsibility of the Customer Care Center)
• Create SPO requests as required to support rapid first visit site restoration or timely revisit resolution.
• o Coordinate deployment of subcontractor to customer site and dispatch of JF tech to meet subcontractor when required.
• o Monitor completion of subcontractor work to enable WO closure and receipt/payment of subcontractor invoices.
• Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to technician for work order completion (in coordination with NSA specialist and Service Manager).
• Coordinate expediting and delivery assurance of tech parts requests (PRQs) with Supply Chain team to assure that technicians are redeployed to customer sites as soon as parts become available.
• Assist techs with finding and getting parts; locate techs with specialized tools to complete work orders.
• Assure that technicians are allocated NRG time for vehicle inspections, vehicle maintenance, inventory cycle counting, safety meetings, training, PTO, etc. in coordination with the Service Manager.
• Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, and site surveys.
• For techs on temporary assignment out of their home branch: transfer control of technician(s) to other branches and accept control of arriving techs to maintain continuity of service to customer base.
• Monitor customer site assignments by branch and adjust as technician home locations change
• Learn and stay current with customer operating procedures (COPs).
• Familiarize oneself with relevant state regulations that impact technician assignments (e.g. licensing) and documentation requirements (e.g. modification reports).
• Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, and site surveys.

Requirements:

• High School Diploma or GED required
• Highly organized
• Familiarity with ServiceMax and knowledge of MS Office (Excel, Outlook, Word, Teams)
• Team player; demonstrated ability to work collaboratively in a high-performing, fast paced team environment.
• Conflict resolution and conflict management experience
• Excellent time management skills and ability to multitask
• Excellent communication skills and interpersonal abilities, including negotiation skills
• Florida-based candidate (preferably S Florida/Miami area)
• Petroleum service experience preferred
• Remote dispatching experience preferred
• Bilingual preferred
• Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company

Benefits:

• Competitive pay
• 401(k) with company match
• Paid time off
• Paid holidays
• Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability
• Life insurance-company provided
• Bonus program eligibility
• Paid training for field personnel
• Uniforms provided for field personnel

*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.