Service and Product Support Coordinator

Customer Service And Administrative Support

Provide customer service and administrative support for the Service and Product Support Departments.

Create quotes daily after reviewing all PM Inspections completed by the PM Department. The quotes will be based on recommendations from technician notes on the inspections.

Monitor and review all work orders daily and obtain necessary purchase order information.

Assist the Service and Product Support Managers and/or Service Advisor/Dispatcher in daily service activities.

Work closely with the Service and Product Support Managers and Technician Communicators (TC) to ensure accurate Technical Report Guidelines (TRGs) and quoting.

Compile and produce periodic operational reports for supervision and management review.

Assist Product Support by ensuring PM maintenance quotes are completed and submitted within 24 hours of inspection.

Create and organize service folders, including estimates, lead recorder entries, and methods of payment for service work.

Process and collect credit card payments for service transactions.

Add leads into the lead recorder system and maintain accurate records for service and product support opportunities.

Update the service scheduler to ensure accurate and efficient planning for service jobs.

Assist with the processing of invoices from outside vendors for service-related transactions to ensure timely payment and proper documentation.

Support the management and updates of the service letter spreadsheet, ensuring it reflects current service and product support activities.

Advise service and product support management on issues that may hinder the smooth operation of these departments.

Note: Major quotes for service and product support will continue to be handled by the Technician Communicators (TC) team.

Backup Functions

Other duties may be assigned, such as:

Supporting service- and product support-related administrative functions during team absences.

Producing reports and assisting with the creation of periodic work schedules for service and product support activities.

Specific Skills:

• Skill in the use of personal computers and related software applications.
• Knowledge of planning and scheduling techniques.
• Skill to place orders and process back orders
• Skill in organizing resources and establishing priorities.
• Ability to communicate effectively, both orally and in writing.
• Ability to work effectively and efficiently in the resolution of difficult and/or stressful scheduling issues.
• Ability to prepare routine administrative reports and paperwork.
• Ability to maintain quality and safety standards.