Technical Support Service Coordinator

The Technical Support Coordinator is responsible for the day-to-day operational management of our Pompano facility and organizing technical service attendances.Responsibilities includes but are not limited to; answering the phone and emails promptly, assigning engineers and contractors to service jobs, updating customers on service appointments, managing work order data in Salesforce, inventory control, logistics, billing/invoicing, handling facility maintenance issues, providing administrative support as needed and work to closely with colleagues in the Irvine, CA facility. This role requires the person to oversee and ensure smooth and efficient daily operations and should be highly organized and thrive under pressure.Main ResponsibilitiesTS Coordination (50%)Oversees all aspects of service operations, including scheduling, dispatching and customer service.Controls all Work Orders through their life cycle and ensures Work Orders are accurate for management.Arranges access to a port or vesseland ensuring engineers are equipped with all access requirements or documentation.Ensuring required spares are dispatched to meet onboard schedule.Liaising with the customer and/or onsite crew for all attendance stages.Completes Invoicing of TS activities where applicable and relaying this information to Irvine Finance and Operations teams.Updating open Work Orders at minimum every 48 hours.Maintaining a low call back and/or missing attendance record (Under 2%).Collating service costs for invoicing and/or analysis.Ensuring Work Orders are done in the most cost-effective way.Efficient utilization of Engineers by location.Inventory Management (40%)The primary Sales Operations contact overseeing the Florida Warehouse. Oversees inventory management in the Florida Warehouse.Working with Irvine operations to record inventory in US warehouses.Maintaining minimum TS stock levels at Intellian Americas locations & Service partners.Recording of dispatched TS hardware/spares.Liaising with service partners and controlling TS spares for consignments stock levels.Ensuring Marketing inventory is secure and separated from Sales & TS Stock.Ensuring company assets are recorded and correctly with Irvine finance team.Management of shipments through various online shipping tools (UPS, DHL, USPS, etc.).Completing and providing RMA forms with stock returns or inventory adjustments.Ensuring that proper required paperwork is in place forshipping, such as PO, Commercial invoice and packing slips.Completion of SAP goods receive, issue and other stock movementsOrder picking, Packing and Shipping of goods to customers, dealers and service partners. Assisting the local sales team with any potential requirements from the FL warehouse. Completing stock transfer paperwork.Supporting TS manager with FL office and warehouse management.Weekly reporting to HQ (SouthKorea) TS planningteam of current inventories.Pallet truck and Forklift Truck operation (Training Provided).Administration (10%)Maintaining Americas TS inventory reports.Ensuring all approvals are obtained before dispatching any item.Inputting of information into Salesforce.Reviews Service partner/Contractor invoices before passing on the TS manager & Finance.Assisting with inquiries from both phone, email and walk-in customers.Working with Irvine office for "Will Call" or dispatch of sales from the Florida warehouse.Maintaining a clean, tidy and safe working environment.Maintaining general stationery, shipping, and office supplies.Restocking/ordering of office refreshments and sundries.Ordering of catered lunches for training classes and functions.Assignment of office keys and alarm codes.Liaising with office contractors, cleaners and supply companies.Required Qualifications & SkillsQualificationsBachelor's degree in Business Administration preferred.Experience in office management or an administrative role.Experience in the Satellite Communications industry is a plusMulti Language is a plus.SAP and Sales Force experience is a plus.Administrative and Operational SkillsStrong organizational skills to manage schedules, service appointments, and facility operations efficiently.Proficiency in handling phone and email communications professionally and promptly.Experience in managing work order data in CRM platforms such as Salesforce.Inventory control and logistics expertise, including shipment tracking and stock management.Customer Service SkillsExcellent communication and interpersonal skills to provide updates to customers and handle inquiries.Ability to coordinate effectively with engineers, contractors, and customers to resolve service-related issues.Technical and IT SkillsBasic knowledge of technical service workflows to facilitate efficient assignment of engineers and contractors.Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools.Familiarity with facility maintenance procedures and vendor coordination.Problem-Solving and MultitaskingAbility to prioritize tasks, resolve conflicts, and ensure deadlines are met under pressure.Resourceful and proactive in handling facility maintenance and operational challenges.High attention to detail and accuracy in data entry and record-keeping.Dependable, self-motivated, and capable of working independently with minimal supervision.Work Environment and RequirementsFlexibility to adapt to a dynamic work environment and changing priorities.Must reside within a commutable distance to the Pompano facility.About Intellian TechnologiesIntellian is the world's leading provider of satellite antennas and terminals, with a mission to empower connectivity so connectivity can empower the world. We are driven by a passion for innovation and agile responsiveness to customer needs. As the crucial link between satellite networks and millions of people on Earth, Intellian's leading technology and antennas empower global connectivity across oceans and continents, organizations, and communities. Strategic thinking, an obsession with quality, and a proven ability to deliver enable Intellian to invent for the future, creating mutual success for partners and customers as the world's connectivity needs evolve.BenefitsWe offer a generous benefits package, including flexible time off and paid holidays. Eligible employees also have access to medical, dental, and vision insurance, as well as short-term and long-term disability coverage. A 401(k) plan with employer safe harbor is available. Additional compensation elements may be offered depending on the role, which may include an opportunity for an annual bonus based on both company and individual performance.

Created: 2025-01-31