The function of the Maintech PMC team to Open, Monitor and React to workorders in eMaintech. Communication is key.
- Understands and uses eMaintech, and well as other customer ticketing systems Microsoft Outlook, and Maintech’s phone system effectively
$ads={1}
- Acknowledges Customer tickets upon opening
- Verifies accuracy of opening information with customer
- Assesses new Work Orders (WO) and, with the help of eSR, assigns WO to individual field engineers as well as TOC2 or TOC3 as necessary
- Orders parts for Parts Only WO
- Obtains tracking information from logistics & purchasing and posts it in eMaintech (eMT) and communicates same to customer
- Takes ownership and oversees entire process from beginning to end for Bank of America (BOA) desktop WO.
- Takes ownership of labor only WO requiring Labor on Demand (LOD)
- Opens tickets for LOD work orders with appropriate vendor
- Coordinates technician site visits with customers and vendors
- Updates eMaintech with timely, accurate, and unambiguous information (including time stamps)
- As needed, communicates with customers, subcontractors, partners and other Maintech personnel
- Monitors email traffic to identify actionable emails
- Follows TOC guidelines for marking and tracking emails
- Represents Maintech in a positive and professional manner
- Develops and uses excellent interdepartmental working skills to satisfy clients and achieve company goals
- Offers constructive criticism and solutions to improve company performance and increase customer satisfaction
- Identifies wasteful or inefficient practices and other unnecessary expenses
- Strives to prevent Escalations and other negative service call experiences; voluntarily assists team to mitigate customer service issues
- Recognizes situations requiring a service call escalation and follows proper escalation procedures
- Performs all duties as assigned by management
Problem solving and self-management skills with attention to detail. Ability to prioritize tasks and effectively communicate verbally and in writing.
High School
- Excellent communication skills
- 2-3 years experience in a technical call center, field work doing break/fix work, or equivalent education
- Familiarity with ticket or work order tracking software
Telephone Skills
2-3 years experience in a technical call center, field work doing break/fix work, or equivalent education
Job Type: Contract
Salary: $19.00 - $21.00 per hour
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Experience:
- Work orders: 1 year (Preferred)
- Tickets: 1 year (Preferred)
- Breakfix: 1 year (Preferred)
- Call center: 1 year (Preferred)
Work Location: Remote
$ads={2}
