Technical Support Coordinator in Flower Mound, TX at Whitlock

Date Posted: 2/17/2020

Job Snapshot

Job Description

The Technical Support Coordinator is responsible for providing expedited customer service, Level I A/V Technical Service Desk support, administration, billing, tracking and coordination to our local and national service customer base.  Primary responsibilities include providing first call resolution, exceptional customer service, ensuring contractual compliance, maximizing efficiency and profitability, tracking parts procurement and warranty claims and facilitating billing.  Excellent communication, interpersonal and organizational skills, the ability to troubleshoot remotely, and strong computer skills are requirements for success.

Whitlock is a leader in this rapidly growing industry, if you would like to join our team and help to accelerate your career apply online now.

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. What we give to a customer is the ability to connect, work together and share ideas with a reliable video experience. Whatever you’re trying to do, and who ever needs to join in, we’ll help you share it with the world.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.

Job Requirements

Required Skills

  • Providing excellent customer service, communications and coordination to Whitlock customers.
  • Achieving high first call resolution
  • Effectively escalating customer emergencies through strong communications and coordination with Whitlock Management.
  • Maintaining an accurate and organized database of Whitlock service customers.
  • Efficiently ordering all equipment parts and repairs.
  • Maintaining an accurate and timely billing and collection process.
  • Be the primary phone contact for service requests to include
  • Consistent response to system failures, warranty claims, preventive maintenance visits and other service related needs
  • Strong coordination and scheduling of Whitlock regional service technician pool ensuring customer expectations and contractual compliance are met.
  • Initiating and tracking parts to and from the manufacturers to meet service obligations.
  • Strong coordination, scheduling, engagement and billing 
  • Evaluate customer situation and response time from technician and if not adequate, contact management right away.
  • Keep service ticket status updated
  • Parts and Repair Ordering:
    • Quickly and accurately, enter sales orders for parts to be ordered.
    • Follow up on purchase order being issued to vendor.
    • Contact vendor to get shipment and tracking information on parts ordered.
    • Contact vendor to get status report on equipment repairs to include expected completion date.
    • Issue manual purchase orders if needed for vendor repairs.

  • Billing and Collections
    • Ensure that Whitlock technician time, materials and parts are accurately tracked and billed in a timely manner.
    • Review closed service tickets to for appropriate mark-up to customers

Required Experience

  • High school education or equivalent. College preferred.
  • Basic knowledge of AV integration and or installation
  • Strong computer skills including; Microsoft Office (Word & Excel), Microsoft Outlook, Internet, etc.Excellent Excel and database management skills, including sorts, cut, paste, macros, formulas, building databases, transferring information to and from Excel from other programs, etc.
  • Using Whitlock’s software packages (ESC and Southware) will be required.
  • InfoComm CTS certification preferred or within 6 mos. of hire
  • Communication skills and the ability to work well in a team environment
  • Troubleshooting and Problem–solving skills