Service Provider SME I

Action Behavior Centers “ABC”

HQ: Austin, TX

Role: Service Provider SME I

ABC Story:

Our story began in 2017 in Austin, TX. We started with humble roots but big aspirations. From 1 center in North Austin, our movement has inspired thousands of clinicians and operators. Today, the ABC community is 3000+ strong serving thousands of children with ASD. Growth with intentionality: We have a main focus on our core values. Each center is purpose-built, and each community of teammates is nurtured.

Job Description:

The Service Provider SME will play a key role in ensuring seamless service operations across our centers. This individual is responsible for coordinating and dispatching technicians, managing service schedules, reviewing invoices, assisting with billing, and maintaining strong communication between vendors, technicians, and internal teams. The ideal candidate is detail-oriented, organized, and committed to delivering excellent customer service. They are responsible for National support by providing resources and compliant solutions that will deliver practical solutions that allow centers to provide therapy while laying the foundation for center standards to achieve safe, compliant, and consistent outcomes: 

• This candidate will be responsible for coordinating and dispatching technicians, managing their schedules, checking invoices, ordering appliances, and assisting with billing processes
• This role is crucial in ensuring seamless service operations and excellent customer service
• Dispatching & Scheduling: Coordinate and dispatch preventative service technicians to centers based on priority and availability
• Maintain and update preventative maintenance, janitorial, and handyman service schedules to optimize efficiency
• Technician Support: Provide real-time support for our ABC Centers by coordinating materials and/or service as needed
• Invoice Management: Review and verify service invoices for accuracy before processing
• Ensure proper documentation is submitted and approved for billing
• Customer Communication: Provide updates to Center Teammates regarding the status of service calls, including technician arrival times, delays, and follow-up appointments
• Data Entry & Record Keeping: Accurately enter and maintain service records in company systems
• Track ticket progress and dispatched technician to completion
• Collaboration: Work closely with the service manager, technicians, and the administrative team to ensure smooth operations and customer satisfaction
• Complete 10 hr OSHA regulation training
• Live ABC mission + values and maintain compliance with all company policies and procedures. 
• Perform other duties as assigned by supervisor

• High school diploma or equivalent required; additional education or certifications in facilities management, safety, or a related field preferred.

• 3+ years of experience in facilities operations, vendor management, maintenance, safety, or emergency response.

• Working knowledge of workers’ compensation procedures, safety regulations, and related compliance standards.

• Familiarity with OSHA regulations and ability to apply them in day-to-day operations.

• Proficient in Google Workspace (Docs, Sheets, Drive) or similar productivity tools.

• Strong communication, organization, and time-management skills.

• Exceptional attention to detail and ability to manage multiple priorities effectively.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 
• Ability to travel nationally to centers to provide training and support as needed