Service Coordinator

Service Coordinator

This position is an on-site role based at our Huntersville, North Carolina office. The selected candidate will be required to work in-person during standard business hours. Regular, reliable attendance at this location is an essential function of this role.

Miner Ltd, an OnPoint Company is an industry-leading service and equipment solutions provider with branch-based operations across the country. OnPoint Group is a fast-paced and ever-changing company and has been awarded the Best Managed Companies Award by Deloitte and WSJ for three years running, as well as having been named to the Inc. 5000 Fastest Growing Companies list for eight consecutive years! We believe in challenging the status quo and finding a better way for our customers, which is how we have grown into the company we are today.

Miner drives down the cost of warehousing and materials management operations saving our customers revenue and time by understanding their business, finding efficiencies in their operation, providing faster systems repairs and delivering expertly executed scheduled maintenance. For more than 20 years, Miner has consistently delivered professional emergency maintenance service, equipment analysis and proactive preventative maintenance solutions to companies throughout North America. Miner solutions leave their customers more time to focus on their core business not on the business of maintenance and materials management.

The Service Coordinator is responsible for facilitating effective communication between the company's Field Service Technicians and customers to ensure exceptional service delivery. This role includes scheduling and dispatching service calls, assigning work orders, and coordinating service activities to support timely and efficient maintenance of customer warehouse equipment. The Service Coordinator plays a critical role in ensuring customer satisfaction through prompt response and follow-through. In addition, this position includes select warehouse-related responsibilities as needed to support overall operational efficiency.

Key Job Responsibilities:

• Review and process service requests, geographically dispatching an appropriate technician with proper skill set, paperwork, parts, and information.
• Strong organizational skills enabling effective communication with customers and technicians to ensure service calls are complete and when required, following up with technicians and other departments to finalize repairs, ensuring total customer satisfaction.
• Scheduling Planned Maintenance with customers.
• Documenting all pertinent information within service/invoicing software for each applicable job, as well as completing various forms, billing, reports, logs, records, etc.
• Prepare and maintain accurate records and data associated with the responsibilities of the department.
• Entering orders into company systems, sourcing materials, creating purchase orders, and tracking and receiving inventory.
• Assisting in accounts payable and receivable duties.
• Scheduling sales appointments for our sales team and working with our Service and Office manager.
• Work with the Service Manager to keep the service department informed of unusual circumstances or the need for additional assistance in order to facilitate and finalize repairs.
• Ensure quoted repairs are communicated thoroughly before the service technician is dispatched. For example: Informing of scope of work; Time allotted; Equipment required; etc.
• Proactively monitoring the service technicians' Work-in-Progress (WIP) to ensure timely completion of jobs and accurate customer invoicing.
• Maintaining vehicle maintenance documentation.
• Perform other duties as assigned by department manager.

Requirements:

• Minimum 2 years' experience in a service coordination or service management role.
• Mechanical or technical background is a plus.
• Extensive familiarity with this city and region is required.
• Professionalism in an office environment as well as on the phone.

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 wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle or feel, and hear and talk. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move tools and equipment up to 100 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

The work is performed in various locations, including warehouses, distribution centers, manufacturing plants, refineries and hospital settings. Employees may work with co-workers' side-by-side with a moderate level of activity being performed. The noise level in the work environment is moderate to high.

The pay range noted represents the company's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications, and geographic location. Employees may be eligible for additional incentive pay.

Miner Limited considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.