Fire Test Repairs Coordinator (Tustin location)

THIS POSITION WILL BE BASED IN OUR TUSTIN LOCATION. The Fire Test Repairs Coordinator is responsible for providing a high level of customer service to both Internal and External customers. They have the focus of converting testing failures into scheduled service calls. They will review and triage test failure documentation; contacting customers to coordinate any next steps as well as compiling any quotes needed prior to service. The Test Repairs Coordinator is responsible for working a Service Board and Dispatch Portal keeping it updated and accurate; prioritizing, organizing and dividing the test repair workload. Responsibilities are not limited to but will also include customer service follow up calls; assisting Test Repairs Technicians with any and all requests while in the field, ensures customer data is accurate and all necessary documentation is updated and present prior to billing, CRM data maintenance, and document compliance. This position will also serve as a backup to the Service Coordinator in the Service Department. Duties and Responsibilities Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets assigned to them in company CRM. Ensures that regular and consistent communication takes place with both internal and external customers. acknowledges and addresses requests received via phone, email or company systems daily. Responsible for reviewing and triaging all incoming testing failure tickets; updates ticket content as required and communicates service information/expectations timely to both the customer and Test Repair Technician. Supports Test Repair Technicians in the field; communicates with them closely to ensure customer and ticket information is updated and completed accurately. Assists Test Repair Technicians with any parts research or ordering. Provides vendor management and coordination. Sets up vendors, subcontractors, etc. in the system and coordinates all services needed from them. Ensures that the most applicable Test Repair Technician is assigned to the Service Ticket according to both facilities needs and Technician availability. Works a Test Repairs Board and Dispatch Portal assigning tickets; meeting ticket monitoring expectations and updating in accordance with Test Repair Department guidelines and expectations. Provides sales support by obtaining estimates for repairs as needed and converts estimate into a well presented quote to be presented to the customer for review and approval. Follows defined daily Opening and Closing procedures. Keeps information updated and relevant in company CRM system ensuring both customer and technician are communicated with promptly and accordingly. Performs customer satisfaction surveys/follow ups and brings concerns and/or issues that can and may impact Customer Service standards to Department Management. Works closely with all key personnel involved in any billing/collection efforts. Is a supporting role to ensure timely and professional communication is made/received, supports any documentation requests or correction needs, logs any action/communication into the company CRM via configurations. Enters accurate time daily on timesheet; providing a real time visual to company management. Any additional duties as assigned.