Service Operations Specialist

The JF Petroleum Group stands as a premier leader in the North American fueling infrastructure industry, offering comprehensive turn-key solutions for distribution, construction, and service needs. We serve a diverse clientele including retail fueling stations, commercial and government fleets, and emergency power customers.u00a0u00a0The Service Operations Specialist is responsible for the effective deployment of technicians to assigned customer work orders. The Specialist acts as a member of branch leadership, working in close collaboration with the Service Manager and Lead Technician(s) to safely deliver high quality service in accordance with customer expectations. The Specialist acts as a primary interface for the branch with National Service Accounts (NSA), Supply Chain, the Customer Care Center, and Service Billing.u00a0(The pay range for this position is $21-$23 an hour, depending on experience).u00a0Scheduling/Planning/Assigning- u00a0Review branch workload for the day and assign work orders to technicians based on work order priority, technician skills and efficient routing. o Proactively manage technician work order assignments to assure daily hour limits and minimum time off the clock are achieved.u00a0- u00a0Proactively manage technician response time relative to customer-designated work order priority (SLA).u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Monitor weather, road closures, and other critical information for tech safety and to inform the customer of any potential delays.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Maintain communication with Service Manager, Service Director, CCC Agents, NSA Specialist and techs regarding resource availability. Update SERVCON tool accordingly to assure customers have a realistic expectation of when to expect tech deployment. o Communicate SLA deviations to customers when required.u00a0- u00a0Schedule site surveys and follow up to make sure completed survey information is attached to the ServiceMax WO & Project Workbook.u00a0- u00a0Collaborate with Service Project Manager to assure technicians needed for projects are allocated in accordance with project schedules defined in the Project Workbook.u00a0Administration/Communication- u00a0Achieve proficiency navigating relevant portals for assigned customers (e.g. ServiceChannel, Verisae, etc.)u00a0- u00a0Monitor work order bill-to accuracy, purchase orders, & not-to-exceed (NTE) authorization amount.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Coordinate customer NTE increase requests with technicians and NSA specialist or customer.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Where applicable, verify contact name, phone, and email for COD service requests.u00a0- u00a0Assure techs have checked-in and checked-out of customer portals.u00a0- u00a0Monitor service quality KPIs (FTF, SLA, revisit resolution) and financial KPIs (billing efficiency and overtime) and facilitate technician achievement of these objectives. Participate in monthly Service Ops calls with Service Leadership to review branch performance and assist in diagnosing required improvements.u00a0- u00a0Create work orders as needed to assure completion of customer service requests (secondary only; primary work order creation is the responsibility of the Customer Care Center)u00a0- u00a0Create SPO requests as required to support rapid first visit site restoration or timely revisit resolution.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Coordinate deployment of subcontractor to customer site and dispatch of JF tech to meet subcontractor when required.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0o Monitor c

Created: 2026-02-19