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JF Petroleum Group · 1 month ago

Service Operations Specialist

Webster, MA

Full-time

Onsite

New Grad, Entry Level

$21/hr - $23/hr

JF Petroleum Group is a leader in the North American fueling infrastructure industry, providing turn-key solutions for various clientele. The Service Operations Specialist is responsible for deploying technicians to customer work orders, collaborating with branch leadership to ensure high-quality service delivery.

ConstructionOil and Gas

Responsibilities

Review branch workload for the day and assign work orders to technicians based on work order priority, technician skills and efficient routing

Proactively manage technician work order assignments to assure daily hour limits and minimum time off the clock are achieved

Proactively manage technician response time relative to customer-designated work order priority (SLA)

Monitor weather, road closures, and other critical information for tech safety and to inform the customer of any potential delays

Maintain communication with Service Manager, Service Director, CCC Agents, NSA Specialist and techs regarding resource availability

Update SERVCON tool accordingly to assure customers have a realistic expectation of when to expect tech deployment

Communicate SLA deviations to customers when required

Schedule site surveys and follow up to make sure completed survey information is attached to the ServiceMax WO & Project Workbook

Collaborate with Service Project Manager to assure technicians needed for projects are allocated in accordance with project schedules defined in the Project Workbook

Achieve proficiency navigating relevant portals for assigned customers (e.g. ServiceChannel, Verisae, etc.)

Monitor work order bill-to accuracy, purchase orders, & not-to-exceed (NTE) authorization amount

Coordinate customer NTE increase requests with technicians and NSA specialist or customer

Where applicable, verify contact name, phone, and email for COD service requests

Assure techs have checked-in and checked-out of customer portals

Monitor service quality KPIs (FTF, SLA, revisit resolution) and financial KPIs (billing efficiency and overtime) and facilitate technician achievement of these objectives

Participate in monthly Service Ops calls with Service Leadership to review branch performance and assist in diagnosing required improvements

Create work orders as needed to assure completion of customer service requests (secondary only; primary work order creation is the responsibility of the Customer Care Center)

Create SPO requests as required to support rapid first visit site restoration or timely revisit resolution

Coordinate deployment of subcontractor to customer site and dispatch of JF tech to meet subcontractor when required

Monitor completion of subcontractor work to enable WO closure and receipt/payment of subcontractor invoices

Accept and respond to customer concerns related to work order completion and quality of workmanship

Assure customer recall service requests are assigned to technician for work order completion (in coordination with NSA specialist and Service Manager)

Coordinate expediting and delivery assurance of tech parts requests (PRQs) with Supply Chain team to assure that technicians are redeployed to customer sites as soon as parts become available

Assist techs with finding & getting parts; locate techs with specialized tools to complete work orders

Assure that technicians are allocated NRG time for vehicle inspections, vehicle maintenance, inventory cycle counting, safety meetings, training, PTO, etc. in coordination with the Service Manager

Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, & site surveys

For techs on temporary assignment out of their home branch: transfer control of technician(s) to other branches and accept control of arriving techs to maintain continuity of service to customer base

Monitor customer site assignments by branch and adjust as technician home locations change

Learn and stay current with customer operating procedures (COPs)

Familiarize oneself with relevant state regulations that impact technician assignments (e.g. licensing) and documentation requirements (e.g. modification reports)

Supplement technician training with individual instruction on business processes and essential administrative tools, such as ServiceMax, customer portals, & site surveys

Qualification

ServiceMaxPetroleum service experienceMS OfficeTime managementHighly organizedConflict resolutionCommunicationTeam player

Required

High School Diploma or GED, required

Highly organized

Team player; demonstrated ability to work collaboratively in a high-performing, fast paced team environment

Conflict resolution and conflict management experience

Excellent time management skills and ability to multitask

Excellent communication skills and interpersonal abilities, including negotiation skills

Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company

Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer

Preferred

Familiarity with ServiceMax & knowledge of MS Office (Excel, Outlook, Word, Teams)

Petroleum service experience

Benefits

401(k) with company match

Paid time off

Paid holidays

Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability

Life insurance-company provided

Bonus program eligibility

Paid training for field personnel

Uniforms provided for field personnel

Company

JF Petroleum Group

The JF Group stands as a premier leader in the North American fueling infrastructure industry, offering comprehensive turnkey solutions for distribution, construction, and service needs.

Founded in 1945