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Auxiliary Services Customer and Technical Support Coordinator

Auxiliary Services Customer and Technical Support Coordinator

PURPOSE

Improves student achievement by providing staff operational coordination and direction. This may include oversight of teams performing customer support, application support, logistics support, and other technical activities. This position plans larger and more complex projects, performs in more complex process development, and leads team with less direct supervision. Maintain efficient and accurate customer/client relations by troubleshooting issues for all Auxiliary Services orders; monitoring billing/invoicing issues and responding to customer/client needs; coordinating the preparation of design specifications for customer requests; Coordinating the delivery of interschool/departmental mail, movement of district assets between locations, materials stocked in the district warehouse, and materials received through central receiving department.

SUPERVISION RECEIVED AND EXERCISED

  1. Receives direction from an assigned administrator. Methods of performing tasks are largely within the discretion of the incumbent. Work is measured mainly through the observance of results obtained and metrics.
  2. Requires minimal task-level supervision and successfully handles multiple concurrent responsibilities involving all aspects of auxiliary services and customer support.
  3. Works within accepted standards and methodologies with minimal supervision while providing regular communication to an assigned administrator.
  4. Exercises functional and technical supervision and assists in evaluation over assigned staff.
  5. Receives high level projects from an assigned administrator and coordinates and implements with team members.

ESSENTIAL FUNCTIONS OF THE JOB - May include, but are not limited to, the following:

  1. In collaboration with an assigned administrator, participates in the development and delivery of performance feedback for assigned staff.
  2. Assists in the professional and technical development of team members; assists team members to set customer service goals; monitors, mentors, coaches, and assists team members in the delivery of exceptional customer support.
  3. Maintains operational understanding of tasks assigned to all roles supervised.
  4. Models performance of tasks as necessary for team development and improvement.
  5. Develops schedules and coverage plans to ensure services are available during defined business hours.
  6. Prepares staffing plans based on priority of work, and availability of skill sets and staff.
  7. Develops performance measurements to track the effectiveness of team activities.
  8. Provides coverage of duties or tasks assigned to roles supervised, as necessary.
  9. Establishes and maintains effective working relationships with those contacted in the course of work.
  10. Develops and maintains documentation on standards and procedures and makes them available to staff and customers, as appropriate.
  11. Provides and models a high level of customer service; works with customers that may be frustrated, upset, or demanding and remains calm and professional in working through issues.
  12. Researches and devises methods to facilitate improved production, procedures, and processes.
  13. Plans and coordinates cross training of staff as necessary.
  14. Maintains current knowledge of industry trends and potential impact on the organization; maintains professional and technical knowledge by participating in professional development activities both internal and external to the department.
  15. Manages resources for optimal performance; provides resource management for incoming customer inquiries, projects, and administrative work.
  16. Analyzes user problems, develops, and recommends solutions.
  17. Diagnoses hardware problems and develops and recommends solutions.
  18. Participates in the research and recommendation of purchases of new hardware and software according to district standards.
  19. Interacts with vendors and the technology department to diagnose and develop resolutions for technical problems in Auxiliary Services equipment and technology.
  20. Communicates clearly, concisely, and effectively, both orally and in writing with technical and non-technical individuals.
  21. Maintains responsibility for delivery operations of district.
  22. Analyzes and implements continuous improvement processes including but not limited to software and technical systems related to all areas of department.
  23. Monitors quality of service factors which affect quality customer support with department leads and department manager.
  24. Assists customers in understanding department capabilities.
  25. Responds to technical issues and concerns between teams within the department and customer requests.
  26. Travels between district and/or other community locations as required by role.
  27. Maintains regular and consistent attendance and punctuality.
  28. Performs related duties consistent with job description and assignment.

MINIMUM QUALIFICATIONS 

Knowledge of

  1. Principles and practices of Project Management. Service delivery, customer service. Leading small teams.
  2. Software troubleshooting on PC, mac, and mobile devices departmental software including but not limited to job management, inventory management, and delivery tracking for district hosted and web-based applications.
  3. Principles of transferring information and troubleshooting issues that arise during information exchange between software solutions to include but not limited to Job Definition Format (JDF) or other XML-Based file formats.
  4. Principles of variable data publishing
  5. Estimating costs related to print, mail, graphic design, supply chain, logistics, and production work.
  6. Work simplification and prioritization
  7. Database software for pricing/invoicing/billing and querying data
  8. Applicable safety practices, rules, and procedures. Safe material handling practices.
  9. Office procedures and practices including use of computer hardware and software. Principles and practices of work organization, simplification, and scheduling.

Ability to

  1. Give direction and guidance to team members. Effectively coach and mentor.
  2. Plan, organize, direct, and evaluate programs, projects and services and implement changes in methods and techniques as needed.
  3. Research and analyze technical information and prepare reports and recommendations.
  4. Communicate effectively, both orally and in writing.
  5. Establish and maintain effective working relationships with those contacted in the course of work.
  6. Analyze and solve complex problems.
  7. Effectively communicate technical concepts to non-technical audiences.
  8. Support district leadership and lead a group with assignments under tight time frames.
  9. Generate positive relationships within Auxiliary services and with its customers/clients.
  10. Maintain records and files as necessary.
  11. Effectively assist customers and staff to overcome challenges in accessing services through all channels offered.
  12. Operate computer software and hardware to complete customer requests. Strong word processing/keyboarding and 10 key skills
  13. Coordinate with vendors, support centers, and TIS to resolve issues that prevent Staff and customers from performing their daily responsibilities.

EXPERIENCE AND TRAINING

Any combination of experience and training that would provide the required knowledge and abilities is appropriate. A representative way to obtain the required knowledge and abilities would be:

Experience

Five years of customer service experience, three years of technical software and hardware support, with at least two years’ experience leading teams; and/or any combination of training and experience which provides the required knowledge, skills, and abilities.

Training

Two-year college degree with academic course work in Business Administration, Computer and Information Science, Customer Relations Management, or a related field.

Special Requirements

Possession or ability to obtain and maintain a valid Oregon Driver’s License. Required to have a reliable vehicle at work daily. Must have a safe driving record and provide proof of personal vehicle insurance. May be required to transport District equipment in personal vehicle (motorcycles cannot be used to transport District equipment).

Work Environment

Limited climate-controlled office and warehouse settings with temperatures ranging from mild to moderate cold/heat. Also includes travel to make deliveries to customers in varying climatic conditions which may include heavy rain and moderate snow.  Exposure to noise levels from moderate to loud and occasional to frequent time periods.

Physical Requirements

  1. Frequent reaching, handling, handwork, talking and hearing. Mobility to work in a typical office setting and use office equipment, stamina to remain seated and maintain concentration for an extended period, on feet or moving for 80% of shift. Frequent overtime during busy periods during the summer months. Hearing and speech to communicate in person or over the telephone. Vision: Frequent near acuity; occasional far acuity. Vision to read printed materials, computer screens and/or other monitoring devices. Intermittent bending, twisting, squatting, kneeling, crawling, climbing stairs, reaching.
  2. Strength: Heavy – Exert force to 51 to 100 pounds occasionally and/or 26 to 50 pounds of force frequently, and/or 11 to 25 pounds of force constantly to move objects.  May involve significant stand/walk/carry/push/pull. Frequent lifting of 50+ pounds of paper and other materials.

Salem-Keizer Public Schools is an equal opportunity employer.

Salem Keizer School District is an Equal Opportunity Employer.