Shared Services Break-Fix Project Coordinator

Job Type:

Work Location:

Overview:

2020 Companies is now hiring a full-time Break-Fix Coordinator!

The Break-Fix Coordinator is responsible for the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. This role manages the operational workflow from request intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring requests move forward accurately and within defined service expectations.

The Break-Fix Coordinator partners closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. Coordinators maintain accurate case information and provide the Break-Fix Manager with the details, status, documentation, and risks needed for client communication and program reporting.

The ideal candidate is highly organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately.

Schedule: Ability to work CST hours preferred

Our 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

Job Description:

Key Responsibilities

Break-Fix Intake & Case Coordination

• Monitor and review incoming break-fix requests and identify required store, issue, and supporting information
• Acknowledge incoming requests according to established Break-Fix procedures and communication standards
• Coordinate with Scheduling and Field Leadership to identify priority and backup representative options
• Contact assigned field representatives, confirm availability within required service windows, and maintain timely follow-up
• Create Break-Fix visits using the appropriate project/request process once field availability is confirmed
• Confirm scheduled visit details with applicable stakeholders and maintain accurate case status

Revisit Coordination & Field Follow-Up

• Monitor designated channels for revisit requests and promptly acknowledge requests requiring action
• Review original visit information, survey details, store information, assigned representative, and reason for revisit
• Coordinate with Scheduling and Field Leadership to determine whether the original representative or a new representative should complete the revisit
• Clone and update original visits, including assigned representative and critical assignment notes, according to established procedures
• Follow up after scheduled visits by reviewing Salesforce survey information and contacting the field representative to confirm outcome, troubleshooting performed, and any unresolved barriers

Documentation, Tracking & Reporting Support

• Maintain accurate, current Break-Fix and revisit information within designated tracking tools and systems
• Document actions taken, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs
• Ensure survey information and supporting details are sufficient to understand the outcome before moving a request toward closure
• Prepare accurate case summaries, status information, and supporting documentation for the Break-Fix Manager to use in client communication and reporting
• Identify aging, at-risk, incomplete, or conflicting information and escalate it to the Break-Fix Manager before service expectations are missed

Issue Resolution & Escalation Support

• Determine whether a completed visit resolved the reported issue based on survey information, field feedback, and established procedures
• Engage designated SMEs when standard troubleshooting does not resolve an issue and provide complete context regarding the issue, actions attempted, and supporting visit details
• Document SME guidance and coordinate required next steps, including additional visits or reassignment when appropriate
• Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager rather than independently making commitments outside established processes

Cross-Functional Communication & Team Support

• Maintain professional, timely, and responsive communication with field representatives and internal partners
• Partner with Scheduling, Field Leadership, Audit team, SMEs, Account Management, and the Break-Fix Manager to keep requests moving toward resolution
• Participate in cross-training and maintain working knowledge of assigned Break-Fix programs, workflows, systems, and escalation paths
• Support team coverage and shared workload priorities as needed to maintain service levels
• Surface recurring questions, execution issues, or process gaps to the Break-Fix Manager for review and improvement

Success Metrics

• Timely acknowledgment and progression of Break-Fix and revisit requests
• SLA adherence and timely escalation of at-risk cases
• Accuracy and completeness of case documentation and tracking
• Responsiveness to field and internal partners
• Accuracy of visit creation, revisit setup, and assignment details
• Quality and completeness of information provided to the Break-Fix Manager
• Successful follow-through from intake through resolution or escalation
• Cross-functional collaboration effectiveness
• Reduction in preventable handoff or documentation errors
• Consistency in following established Break-Fix workflows and escalation procedures

Qualifications

• 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

Work Environment

This role operates in a fast-paced, highly collaborative environment supporting retail execution and field operations. Break-Fix Coordinators manage multiple active requests at different stages and are expected to remain organized, responsive, and proactive while balancing competing priorities and defined service expectations.

The Break-Fix Coordinator is expected to own assigned operational tasks, maintain accurate documentation, communicate early when risks or blockers arise, and work closely with the Break-Fix Manager and cross-functional partners to drive requests to resolution.

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.