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Operations Support Coordinator II
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The Operations Support Coordinator II (OSC II) plays a key role in ensuring the efficient and accurate
delivery of service operations, including repairs, installations, preventative maintenance, and
inspections, across a diverse customer base. The OSC II operates with a high degree of autonomy,
demonstrating mastery of responsibilities with minimal supervision. This role takes on greater
ownership in the call-to-cash process, mentors and supports other OSC team members, and drives
action that supports KPI achievement and branch performance. The OSC II not only fulfills daily
service support functions but also helps shape and improve the systems and workflows that power
operational excellence.
Essential Job Functions
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minimize costs. • Submit purchase orders for inventory, coordinate part orders, and ensure accurate pricing and availability.
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- Answer and direct incoming calls, assisting customers with service inquiries regarding repairs, installations, preventative maintenance, load tests, rentals, and parts sales.
- Schedule preventative maintenance, installations, and repairs to maximize technician productivity.
- Dispatch work orders to technicians and track their status via ServicePro and SmarterCerts applications.
- Create and manage work orders, ensuring timely updates, status documentation, and charge calculations.
- Provide quotes for parts, installations, PM contracts, and repairs as needed.
- Manage the on-call system for after-hours customer service.
- Collaborate with the Sales department to coordinate equipment installations and assign service technicians to various tasks, including repairs and inspections.
- Quickly research and source parts from vendors to support operations, ensuring timely solutions when field demands are urgent.
- Ability to troubleshoot, research, and provide guidance to customers and the operations team to enhance safety, quality, and efficiency.
- Take full ownership of PM contracts, ensuring renewals, accuracy, and strategic price adjustments.
- Identify opportunities to optimize pricing, enhance customer value, and drive business growth.
- Optimize inventory levels by leveraging system data and collaborating with purchasing to
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minimize costs. • Submit purchase orders for inventory, coordinate part orders, and ensure accurate pricing and availability.
- Process inventory returns and warranty claims, including creating vendor return authorizations and tracking returns.
- Manage shipping, receiving, and inventory tagging, ensuring all items are documented and accounted for.
- Partner with the billing team, sales, and operations to ensure work orders are completed- minimizing the need for APS intervention and reducing process inefficiencies.
- Handle new customer setup in NetSuite, including obtaining trade references and researching terms.
- Create cases in NetSuite for various requests, including credits, payment term changes, customer documentation, and continuous improvement opportunities.
- Maintain ownership of open order management, ensuring all notes and statuses are updated timely and accurately. Details Matter.
- Handle accounts receivable, credit terms, and assist with past due AR as needed.
- Train and mentor new OSCs, developing policy and procedures to enhance operational support.
- Serve as a subject matter expert alongside the Operations Support Manager, ensuring best practices are utilized across branches.
- Perform audits for the Administrative Scorecard.
- Support manager by reviewing and approving customer calibration certificates.
- Support multiple branches as needed, acting as a long-term backup when required.
- Assist with physical inventory and work with managers to maintain optimal stock levels.
- Process transfer orders and ensure timely movement of inventory to prevent obsolescence and reduce costs.
- Review and approve time sheets timely and for accuracy, verifying work orders, customer details, and time entries.
- Review and code employee credit card charges timely and for accuracy, ensuring job-related costs are properly recorded.
- Utilize GPS tracking for technician vehicles to optimize dispatching.
- Reconcile petty cash, maintain office equipment, and provide requested reports to management.
- Complete vendor setup documents, W-9s, and other required forms.
- Perform any additional duties assigned by management.
- The OSC II plays an active and influential role in the success of the branch, driving action, owning outcomes, and advancing KPI performance through consistent leadership and execution.
- Lead and Live by our Core Value and C10 behaviors.
- Demonstrate and model CIS Core Values and C10 behaviors in all actions and decisions.
- Champion CIS Safety Policies and initiatives through active participation and consistent compliance.
- Operate with self-mastery, executing responsibilities with urgency, accuracy, and minimal supervision.
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- Consider the customer’s perspective in every decision, protecting CIS’s reputation and the value we deliver.
- Drive action daily by taking initiative, solving problems, and preventing delays in workflow.
- Lead and mentor OSC I team members, supporting their development into independent and accountable contributors.
- Own the service-side of the call-to-cash process, ensuring seamless coordination from intake to work order completion in partnership with Corporate Billing.
- Manage and meet branch KPIs through effective scheduling, documentation, and process alignment.
- Identify and eliminate inefficiencies, recommending and implementing improvements to drive operational performance.
- Audit and maintain accuracy across timekeeping, expense coding, inventory, and customer documentation.
- Participate in weekly Action Board meetings to align work priorities, ensure progress, and support branch goals.
- Model personal accountability, consistently following through, delivering results, and setting a high standard for professionalism.
- Uphold company policies and procedures, recognizing that Details Matter in all administrative and customer-facing work.
- Maintain professional communication and appearance as a representative of CIS.
Qualifications
- High school diploma required; minimum of 3-5 years of experience in a comparable industrial field service industry, specifically working with technicians who service industrial clients reliant on timely and reliable equipment maintenance and repair. Candidates may demonstrate relevant transferable skills such as being a problem-solver who can juggle multiple tasks and adapt to evolving priorities while leveraging critical thinking and positive customer service skills to ensure operational efficiency in high-demand environments.
- A self-motivated individual who can work independently with minimal supervision.
- Proficient in Microsoft Office; experience with NetSuite and Service Pro preferred.
- Strong verbal, written, and listening skills.
- May need to operate a forklift.
- Must pass drug and background checks to support all CIS & customer requirements.
- Capable and comfortable working in a location by yourself.
- Ability to sit or stand at a workstation for extended periods of time.
- Frequent use of hands for typing, handling documents, and working with office equipment such as computers, printers, and telephones.
- Visual ability to view computer screens and read documents for extended periods.
- Ability to lift and carry office materials, such as files or boxes, weighing up to 30 pounds.
- Occasional walking or standing within the office environment.
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