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Job description

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

• 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:

• break Fix: 1 year (Preferred)
• customer care: 1 year (Preferred)
• Work order: 1 year (Preferred)

Work Location: Remote