Job Description

LANAIR TECHNOLOGY GROUP

www.lanairgroup.com

WHO WE ARE:

LANAIR Technology Group is a premier IT Services Consultant firm. We deliver enterprise-level IT to businesses of all sizes. LANAIR integrates the industry's best technologies and practices for each customer's specific need and delivers it as a service via the company's commitment of client service. We serve as an extension of our customers' IT departments, enabling them to focus on their core business. LANAIR has grown rapidly, since 2006.

WHAT WE WANT:

An ENGINEERING SERVICES COORDINATOR to work out of the office in our Valparaiso, IN location.

The ENGINEERING SERVICES COORDINATOR is responsible for working with our Services Management Teams to coordinate Engineering support services with the client. We are looking for a critical thinker to aid in organizing and improving our service request management and client communications.

PRIORITIES/FOCUS:

• COORDINATE THE CUSTOMER EXPERIENCE WITH OUR ENGINEERING TEAMS BY ADVOCATING FOR OUTSTANDING CUSTOMER SERVICE AND TIMELY TICKET RESOLUTION.
• COORDINATE ENGINEERING TEAM ASSIGNMENTS, SCHEDULES, AND CAPACITY TO MAXIMIZE UTILIZATION OF THE TEAM WHILE HONORING COMMITMENTS TO SERVICE MANAGERS AND CUSTOMERS

RESPONSIBILITIES:

• Coordination of Engineering Services to ensure maximum utilization of billable resources
• Pre-screen service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal, field, and on-call technical resources on the LANAIR’s ticket management system dispatch portal
• Monitor resource schedules to ensure prompt time entry and good customer experience on service requests
• Communication with customers to keep them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Timely turnaround of customer requests
• Ability to work in a team and communicate effectively with a positive attitude
• Work daily within our ConnectWise PSA tool
• Improve usage and increase productivity of Engineering resources
• Report the utilization of Engineering resources and successful completion of service requests to the Service Managers
• Understand processes in LANAIR’s ticket management system by completing assigned training

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

WHAT’S SO GREAT ABOUT LANAIR?

We are an I.T. Services Company – run entrepreneurially by I.T. Service Engineers, so we understand the job and what it takes. As a fast growing organization with aggressive growth targets, we offer the following:

· An organization where you will be immersed in an IT Consulting Practice, where you will gain valuable “breadth” and “depth” experience.

· Upside growth and opportunities – a place to be recognized and rewarded for your contributions.

· Above Average Compensation Plan

· Above Average Benefit Program including 401K

WHAT’S NEXT?

· Please carefully read above, “What We Want” regarding this opportunity. The successful team member will have to get up to speed quickly. If all of the above makes sense to you, we will want to meet you.

Email your resume addressed as ENGINEERING SERVICES COORDINATOR in the subject line, including your salary expectations.

Company Description

What’s so Great about LANAIR? LANAIR is an IT Managed Services Provider (“MSP”) doing business in the field since 2006. As a fast growing organization, with aggressive growth targets, we offer the following: · An organization that will immerse you into an IT Consulting Practice, where you will experience both “breadth” and “depth” · Career growth and opportunities – a place to be recognized and rewarded for your contributions · Above Average Compensation Plan · Above Average Benefit Program including 401K Plan We utilize a proactive, strategic approach to technology and technology management. We pair high-level engineering with business acumen to provide best-in-class, enterprise level support and project solutions to our clients that range in size from entrepreneurial endeavors to enterprise level entities, allowing our clients to “Focus On What Matters”! We believe a strong corporate culture, talented employees, and adherence to process and teamwork lead to award winning, best-in-class service!