Service Coordinator-2

Job Description

Job Description

Description:

The Service Coordinator-2 interacts with our customers to provide excellent customer service and works closely with the Service Manager, Service Coordinator and technicians to keep the service department running efficiently.

Primary [Essential] Functions:

· Answer all incoming phone calls. Other personnel will back up this function.

· Service Ticket Processing. a. Ensure Technicians hand in service tickets daily. b. Review Tickets for quote requests & advise Service Manager when ticket requests a repair quote. c. Ensure All Parts listed as return are on the return shelf. d. Pass tickets to Service Coordinator for billing after items a, b, & c are complete.

· Follow-up on all repair quotes.

· Once we receive a purchase order for a repair quote, enter SRO & get all needed parts on order. Work with Service Coordinator to schedule the job once all parts have arrived.

· Assist inside sales personnel [Mike Salins] with contractor parts orders & other inquiries.

· Enter, track, & process installation department SRO’s.

· File Service tickets, packing lists, etc.

· Opens work orders for service center jobs using company software, prepares a service order with required paperwork and is responsible for ensuring required parts are available for technician. Work with Service Coordinator to schedule.

· Orders compressor parts for the service department. This task to be performed Service Manager, Service Coordinator, or Service Parts Personnel have investigated the correct part number, vendor, cost, and lead time.

Secondary / Backup Functions: [As directed by Service Manager or Service Coordinator after becoming proficient in all Primary Functions]

· Finalizes service orders before invoicing: verifies all parts were used, proper documentation is included, and all of the job costs are accounted for.

· Responsible for billing in a timely manner, maintaining open order report, and opening occasional customer parts orders.

· Responsible for opening, tracking, and invoicing rental orders.

· Maintains the service schedule for the service center following Company schedule procedures when Lead Service Coordinator is on PTO. Contacts customers in a timely manner to schedule their Preventative Maintenance and keeps customers apprised of the status for repairs.

· Assists Purchasing / Shipping & Receiving Departments in parts labeling, cycle counting inventory and bin locating when S&R Personnel are on PTO.

· Is knowledgeable of manufacturer warranty coverage for parts/units and serves as a back up to Customer Service in handling customer’s warranties.

· Serves as a back up to Lead Service Coordinator in acquisition RMA’s from vendor and ensures items get back to vendor.

· Provides inside support for the Service Team.

· Excellent attendance, punctuality and a positive attitude are essential to this position.

· Additional duties as assigned.