Shared Services Break-Fix Coordinator

🔥 3 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $40k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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2020 Companies

WebsiteLinkedInAll Job Openings

10,000+ employees

🤝 B2B

📣 Marketing

B2B • Marketing

2020 Companies is one of the premier outsourced sales and marketing agencies in the United States. With over 31 years of experience, the company is dedicated to elevating consumers, team members, and clients through innovative marketing strategies. They specialize in product demonstrations, training, assisted sales, merchandising, staffing, and consumer engagement, among other services. 2020 Companies partners with brands of all sizes to navigate challenges and achieve business goals, consistently delivering impressive results, including over 25 million in-person impressions annually and nearly $10 billion in client revenue.

📋 Description

• Monitor and review incoming break-fix requests and identify required store, issue, and supporting information • Acknowledge incoming requests according to established procedures and communication standards • Coordinate with Scheduling and Field Leadership to identify priority and backup representative options • Contact field representatives, confirm availability within required service windows, and maintain timely follow-up • Create Break-Fix visits using the appropriate project/request process • Confirm scheduled visit details and maintain accurate case status • Monitor and acknowledge revisit requests requiring action • Review original visit, survey, store, representative, and revisit information • Clone and update original visits, including representative assignments and critical notes • Review Salesforce survey information and contact field representatives after visits to confirm outcomes and unresolved barriers • Maintain accurate Break-Fix and revisit information in tracking tools and systems • Document actions, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs • Prepare case summaries, status information, and supporting documentation for the Break-Fix Manager • Identify aging, at-risk, incomplete, or conflicting information and escalate it • Determine whether completed visits resolved reported issues • Engage SMEs when standard troubleshooting does not resolve an issue • Coordinate additional visits or reassignment when appropriate • Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager • Communicate with field representatives and internal partners • Partner with Scheduling, Field Leadership, Audit, SMEs, Account Management, and the Break-Fix Manager • Participate in cross-training and maintain working knowledge of assigned programs, workflows, systems, and escalation paths • Support team coverage and shared workload priorities • Surface recurring questions, execution issues, or process gaps for review and improvement

🎯 Requirements

• 1–3 years of project coordination, operational support, field support, customer/client support, break-fix coordination, or related experience preferred • Strong organizational skills and attention to detail • Ability to manage multiple active requests, deadlines, and competing priorities simultaneously • Strong written and verbal communication skills • Ability to follow established workflows while recognizing when an issue requires escalation • Strong follow-through and a demonstrated sense of urgency in time-sensitive situations • Problem-solving skills and comfort gathering information from multiple sources before determining next steps • Experience within retail execution, merchandising, field operations, client services, or operational support environments preferred • Working knowledge of Microsoft Office Suite, including Excel • Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred • Ability to work independently while remaining highly collaborative with cross-functional teams • Ability to work CST hours preferred

🏖️ Benefits

• Paid weekly • Work remotely, from home • Health/Dental/Vision benefits • 401K Program with matching • Paid Time Off • Paid Holidays • Partial mobile reimbursement • Scholarship opportunities for employees and direct family members • Employee Assistance Program • Leadership Development Program • Employees special pricing for multiple clients • Personal development opportunities • Professional stretch assignments • Long-term career pathing options