Role Summary:
The Service Delivery Coordinator interacts is a customer-facing role responsible for maintaining strong relationship and ensuring that a high-level of consistent service is provided. The SDC will oversee the delivery and ongoing performance of services and related technical support to customers. The position covers a range of tasks, including customer care, project management and logistics support.
Role Priorities / Responsibilities:
- Collaborate closely with Sales teams to deliver a unified message to customers regarding all service-related communications.
- Serve as the primary point of contact for service issues and resolutions between Stallion and customers.
- Ensure that key performance indicators (KPIs) are met and that customer expectations for service quality, HSE compliance, timeliness, and satisfaction are exceeded.
- Perform service implementation tasks as needed or work with a Project Manager to complete bandwidth upgrades, add-ons, installations, demobilizations, etc.
- Manage customer needs effectively during both escalation and non-escalation periods.
- Adhere to best practices for systems, processes, and procedures in the delivery and support of Stallion services.
- Manage updates to service support materials following service or project changes.
- Facilitate periodic service quality review meetings with customers, covering incident resolution, fault trends, performance reports, service or support improvements, service quality, and service delivery processes.
- Work with Management to ensure all planned service outages are communicated promptly and timely to customers.
- Review P&L information per customer, as provided by the Finance Team, and recommend ways to reduce operating costs for assigned customers, sites, and services.
- Provide or facilitate logistical or technical support to customers and account teams, including advanced hardware replacement and return of equipment activities.
- Keep customers updated on all service-related progress or issues.
- Maintain the customer communication plan.
- Act as a liaison between Project Management and the customer to facilitate materials and logistics activities when necessary.
- Validate service reports, approve services, and complete project documentation for invoicing.
- Review and validate services provided to ensure adherence to contract terms.
- Ensure all activities are conducted following company HSE policies and procedures.
- Perform other tasks as directed and handle ad-hoc projects as assigned.
Essential Experience, Knowledge, Skills and Abilities:
- PC skills including usage of the full MS Office Suite and high level of competency in the use of databases and software tools
- Exceptional written and verbal communication skills
- Intellectual curiosity, investigative aptitude and ability to recognize patterns
- A commitment to continual learning and development
- Ability to brainstorm and conceptualize creative ideas
- Must be Detail Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
- Strong organization and project management skills
- Ability to work on multiple projects and constantly reevaluate priorities or deadlines
- Enthusiastic, deadline-driven, team player who thrives in a fast-paced environment
Preferred Experience, Qualifications, Education or Certifications:
- 2+ years of working as a Delivery Coordinator or Similar
- Customer Service background
- Communications and connectivity or similar relevant experience
Stallion Infrastructure Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.