Job Title: Repair Coordinator II
Location: 10105 Senate Drive Lanham Maryland 20706.
Duration: 3-6 months with potential extension based on fit and need.
Type: Contract.
Pay Rate: $23/hr. on W2
Training Duration: 30 days and OJT
Hours: 8:30 AM - 5:00 PM (possible overtime)
Virtual Interviews
Number of interviews: 1 possible 2
Types: [Technical / Behavioral / Assessment]
Camera required: Encouraged
Duration: 30 min
Interview Panel: HM
Important Note: This is NOT a warehouse position.
Suppliers: Please ensure candidates understand this distinction.
Position Summary
- The Repair Coordinator is responsible for the proper receipt and tracking of customer subscriber equipment, primarily devices.
- This includes receiving deliveries, unpacking boxes, validating data, engaging with customers, and entering device and customer information into the system.
Key Responsibilities
- Receive, unpack, and validate customer devices in the system
- Engage with customers regarding equipment status and processing
- Perform accurate data entry of device and customer information
- Handle customer assets with care and professionalism
- Collaborate with FTC Service & Sales Teams and direct customer contacts
- Meet ISO9001 and internal service level objectives
- Interface assertively and positively with FTC personnel
- Maintain accountability for workflow and results
- Use FTCs Oracle-based Service Operating System
- Adhere to company policies and service cycle targets
- Demonstrate flexibility and positivity during peak periods (overtime may be required)
Required Qualifications & Skills
- Typing speed of at least 30 WPM
- Excellent written and verbal communication
- Strong organizational and multitasking skills
- Ability to address service-level challenges across all FTC personnel
- Experience in fast-paced environments with time-sensitive goals
- Proficiency in Google Suite and Microsoft Excel
- Willingness and ability to learn new systems quickly
- Accountability and self-motivation
- Effective problem-solving skills
- Ability to lift boxes up to 30 lbs
- Initiative and sound decision-making with minimal supervision
- Team player and self-sufficient contributor
- Strong work ethic and professional demeanor
Main Responsibilities
- Proficiency in Google Suite and Microsoft Excel
- Typing speed of at least 30 WPM
- Ability to lift up to 35 lbs
- Strong written and verbal communication skills
- Organizational skills and multitasking ability
- Customer service experience
- Team collaboration
- Answering and filtering incoming calls
- Ability to work in a fast-paced environment under time constraints
- Learn and use FTC Service Operating Systems (Oracle, Excel, Salesforce, Dialpad)
- Follow detailed work instructions
- Accountability and reliability
- Positive attitude under pressure
- Individual contributor and team player
- Decision-making with minimal supervision over time
- Strong work ethic and problem-solving skills
Key Contributions (First 90-120 Days)
- Become fully proficient in using internal platforms
- Transition from trainee to self-sufficient agent
- Deliver consistent, high-quality performance and reliability
Must-Have Qualifications
- Mid-level experience required
- Software Proficiency
- Oracle
- Excel
- Salesforce
- Dialpad
Work Environment & Safety
- Environment: Team-based, open floorplan
- Lifting Requirement: Up to 35 lbs
- Safety Equipment: To be provided as needed
Team Structure & Reporting
- Receiving Department - scanning, unboxing, organizing, and system entry of deliveries.
- Additional duties include email and phone support.
