Service Coordinator

Description

Job Title: Service Coordinator

Department: Service

Reports To: Service Manager

Hours: M-F, NO holidays or weekends!!

ESSENTIAL RESPONSIBILITIES, AUTHORITIES AND EXPECTATIONS:

• Monitor service software to guarantee incoming requests are being processed in a timely fashion.
• Partner with Service Coordinator Lead on all administrative tasks related to the Service Department.
  • Taking incoming calls from customers for orders, scheduling and resolving issues.
  • Scheduling FSE’s for field service/installation and in-house maximizing utilization.
  • Setting up and tracking vendor partner repairs and calibrations.
  • Entering customer order(s) and costing into the SAGE100 system.
  • Invoice customer for service work completed and/or parts requested.
  • Issue purchase orders for parts or vendor repairs.
• Communicate regularly, keeping customers informed of order and repair status.
• Work with vendor partners on repairs, calibration, and sourcing parts.
• Search for and utilize best sources for parts and vendor services.
• Utilize software programs such as Sage 100 ERP System, BlueFolder, and Microsoft Office.
• Work with National Service Manager and FSE’s to bid potential jobs maintaining set margin expectations.
• Collect, file, and follow up on missing vehicle safety checklists weekly.
• Continuously improve contact utilization by customers through effectively communicating the benefits of entering into a service contract.
• General office duties, including but not limited to filing, greeting visitors, securing front office doors.

Requirements

KNOWLEDGE/SKILLS/ABILITIES: Excellent oral/written communication skills. Knowledge of MS Office (Word, Excel) SAGE 100 experience preferred. Excellent phone etiquette. Ability to prioritize and multi-task. Team-oriented, customer service driven professional who is energetic and dependable, takes initiative and pride in work. Detail orientated, performs in a manner that will prevent errors and omissions.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Minimum 2 years administrative/ customer service experience. Technical or Non-Destructive Testing background preferred. Associates degree preferred.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, talk, and listen. The employee is occasionally required to reach with hands and arms, and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.