Service Coordinator

Job Description

Job Description

Job Summary 

This position is responsible for scheduling, assigning, and dispatching Technicians to successfully complete the installation, maintenance, and repairs of generator systems to meet customer requirements. This position tracks work orders, enters warranty claims and manages the billing process. The Service Coordinator team is responsible for supporting all facets of the customer’s field service experience throughout assigned territory in the most cost-effective and efficient manner possible.

Essential Responsibilities

• First point of contact for customers, distributors, and sales team for scheduling service.
• Handle incoming calls & emails from customers, sales channels, and technicians.
• Schedule and prioritize technicians for service calls and dispatch to customer sites.
• Provide professional and timely confirmation of service schedule and visit date to customers.
• Coordinates labor scheduling to align to the appropriate customer, service, and geographic need. 
• Reschedule & Reassign calls as needed to accommodate urgent or high-priority customer needs.
• Customer follow-up to ensure their needs were met and/or scheduled additional Service if necessary.
• Directs logistical support for Technicians (parts, equipment, etc.)
• Maintains responsibility for service job quotes, work orders and technician generated documentation, including Field Service Reports (FSR’s), Technician time, expenses, parts requests, Request for Quotes (RFQ) on additional work needed.
• Prepare, distribute, and upload billing with accuracy and in accordance with deadlines.
• Collaborates with Credit and Service departments to reconcile billings, expedite the customer billing process and troubleshoot customer account issues.
• Escalate issues to Customer Service Manager when necessary.
• Other duties as assigned.

Knowledge & Skills

• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail. 
• Excellent communication skills, both written and verbal. 
• Strong organizational skills. 
• Proficient in Microsoft Suite of programs
• Ability to manage multiple tasks and projects concurrently.

Education & Experience Preferences/Requirements

Degree Required:    High School Diploma / GED                                          

Degree Preferred:    Associate's Degree

Years of Experience:    2-3

Working Environment / Conditions

• Normal office environment.
• Use hands/fingers to handle or feel.
• Reach with hands and arms.
• Stand, walk, sit, climb, balance, stoop, kneel, crouch and crawl. 
• Ability to sit for long periods of time.