Shared Services Break-Fix Coordinator

Overview:

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

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
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2020’s Commitment
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