Service Coordinator

The Service Coordinator is accountable to provide administrative, planning, and coordination support to the preventive maintenance department in the areas of customer support agreement and related work order scheduling/processing/tracking/reporting, purchase order tracking, parts ordering, customer machine telemetry monitoring, and other department-related activities and tasks.

Essential Functions, Duties, and Responsibilities:

• Receive and administer the intake of all preventive maintenance service-related inquiries from internal and external customers. Initiate outbound contact with external customers to obtain machine hours and to schedule and confirm upcoming preventive maintenance appointments.
• Execute the lifecycle of activities associated with the administration of preventive maintenance agreements, the related work order process, and maintain regular contact with the customer throughout. Therein, initiate the opening and closing of work orders in the company's billing system to include posting of technician timecards and mileage, preparing/tracking external quotes, parts ordering/tracking, purchase order tracking, preparing invoicing and customer inspection reports, and performing related audit and management reporting and filing in accordance with all company policies and procedures and standards for quality.
• Schedule and coordinate the tactical activities of the preventive maintenance service technicians (currently five) to include building service routes; prioritizing tasks and expediting schedules; tracking work assignments; and providing tactical guidance on work order details to ensure established service levels are maintained.
• Provide administrative support with customer machine telemetry (Vision Link and Product Link) data downloads as well as related reporting.
• Update the Work-In-Process (WIP) log to maintain current status on department revenue performance against established goals.
• Administer the enforcement of warranty and goodwill determinations in accordance with prescribed company policy standards and metrics.
• Participate in daily meetings with department management team to ensure that all parties are updated on work in progress and to update/maintain same in the management information system (DBS). Keep all stakeholders (product support sales, customer) regularly updated on the status of service.
• Provide administrative support to the Product Support Sales Manager as needed.

Qualifications

• High school diploma or GED equivalent required.

• Minimum 3-5 years of combined work experience as a service clerk and/or service administrator in a parts sales and service shop environment.

• Ability to read and comprehend service and parts literature, safety manuals, and other related publications.

• Proficiency with MS Office applications (Word, Excel, Outlook) and company’s management information system applications (DBS).

• Proficient verbal, written, interpersonal, and customer service skills.

• Articulate and professional telephone communication skills.

• Good problem-solving skills, detail oriented, and ability to work with a high level of accuracy.

• Able to work collaboratively with all branch personnel and perform duties with a sense of urgency, exceeding customer expectations.

• Ability to multi-task in a dynamic fast paced service environment.