Service Coordinator

Service Coordinator

Madison, MS 39110

Overview

Salary Range $18.00 - $22.00 Hourly Position Type Full Time Job Shift Day Education Level High School Category Admin - Clerical

Description

The Service Administrator is accountable to provide administrative and coordination support to both the service department and customers in the areas of service work intake, work order processing/tracking/reporting, quote preparation, parts ordering, warranty administration, and other department-related support activities and tasks. This position reports to the Service Manager.

• Receive and administer the intake of rental and allied equipment-related parts and service calls (by phone and in-person) from both customers and the sales team. Ensure that walk-in customers are greeted promptly and serviced accurately.
• Administer the lifecycle of the parts and service work order process and maintain regular contact with both internal and external customers throughout. Therein, execute the opening and closing of jobs in the company's billing system to include preparing/tracking quotes, parts ordering, determining parts availability, posting and executing orders/invoicing/returns/exchanges/expediting backorders in accordance with all prescribed quality and safety standards.
• Assist both customers and the technician team with the research, ordering, and fulfillment of parts requisitions, and maintain perpetual record of backorder estimated ship dates.
• Administer the execution of parts inventory returns, core returns, customer damage invoices and warranty claims. Therein, inspect, determine reusability/residual value, and process returns for credit and shipment in accordance with prescribed re-manufacturer/warranty guidelines and company policy.
• Assist in the day-to-day administration of the service schedule for all technician resources that support and service both the internal rental fleet as well as customer-owned units.
• Coordinate the ordering and receipt of all shop-based consumable supplies and stock parts inventory items.
• Deliver parts to field technicians and run department-related errands as needed.
• Maintain a professional and proper personal appearance at all times.
• Maintain positive working relationships and effective communication with all internal and external customers.

Qualifications

High school diploma or GED equivalent required. Minimum 3-5 years of combined work experience as a retail parts counter salesman and/or service planner in a parts sales and service shop environment. Basic technical knowledge of Caterpillar and allied heavy equipment (mechanical systems, diesel engines/engine failures, electrical and hydraulic systems). Ability to read and comprehend computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications. Good knowledge of and dedicated experience using dealer management information systems (DBS) and Microsoft Office applications (Word, Excel, Outlook). Proficient verbal, written, interpersonal, and customer service skills. Good problem-solving skills, detail oriented, and ability to work with a sense of urgency, exceeding customer expectations. Ability to work in a dynamic fast-paced service environment.