Service Support Specialist

Description:

JOB SUMMARY

Direct all road technicians in an efficient manner as they carry out their responsibilities. See to the completion of monthly Planned Maintenance assignments. Accept and review technicians paperwork communicating with technicians to ensure proper paperwork completion. Handle road service jobs in their entirety from answering and documenting incoming service calls, to dispatching, to preparing paperwork and passing to service administration and parts, to final review and closing of service jobs. Open service quotes generated by technicians, build, send to customers, quotes, and finalize them. The service coordinator will have other projects assigned by the service manager that cover a wide range of planned and emergency tasks in the service department. Politeness and professionalism with customers representing Tri-Lift every minute of the day is a constant primary duty.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed may be required as deemed necessary by your supervisor or service manager.

• Taking service calls and directing proper technician to customer location.
• Open road service work orders as needed.
• Directing tech how to comply with customers policy and procedures.
• Work with Corporate Shop Service Administrator to move labor assets into and out of the shops as needed.
• Review and confirm accuracy of paperwork and terminology.
• Keep records and notes of work in progress.
• Communicate with customer with estimate time of arrival and follow up of service provided.
• Set planned maintenance visits with customers when necessary and work with technicians to efficiently schedule.
• Work with parts department to ensure that parts are ordered in a timely and correct manner.
• Schedule any short notice training for technicians as required.
• Focus on making every work hour a profitable hour for the company.
• Manage workflow of all service calls.
• Review tech timecards to ensure they are being kept up to date in real time.
• Ensure tech timecards correspond with work orders.
• Post techs time into the system properly.
• Make sure completed jobs are quickly moved along for processing.
• Check with each technician at the end of the day and note all issues requiring priority attention.
• Prepare the tech schedule for the next day.
• Verify that technicians are aware of any changes from their normal schedule.
• Open quotes for technicians.
• Pass quotes to parts.
• Build quotes with the help of the Corporate Shop Service Administrator.
• Send quotes out to customers.
• Call customers to make sure quotes are received.
• After one week call customers on quotes a second time.
• Finalize quotes after second call as a SALE LOST SALE or PASS TO PRODUCT SUPPORT.
• Make sure warranty parts are turned in by technicians immediately.
• When using a company vehicle, you are responsible for the safe operation of the vehicle and to follow all traffic laws. Company vehicles are to be used for company business only.
• Any traffic violations, citations, fines, related to drivers actions are the responsibility of the employee to pay as ordered when operating a company vehicle or personal vehicle on company business.
• Our insurance carrier conducts annual driver record screening. You must meet the qualifications and be insurable by our insurance carrier to operate a company vehicle or a private vehicle while conducting company business.

Core Competencies:

• Explaining situations clearly: Provides clients and team members with the information they need to make informed choices about repairs. Gives technicians the information they need to move on situations safely and effectively.
• Dealing with conflict: Defuses conflict effectively without giving in or backing down; uses conflict as an opportunity to solve problems.
• Interpersonal savvy: Displays a high degree of tact and diplomacy; builds good rapport with clients; can explain the causes of mechanical failures in a way that is informative but not accusatory.
• Reading others: Picks up quickly on clients reactions; figures out where their hot buttons are and what will satisfy their needs.
• Active listening: Pays careful attention to the clients problem and asks appropriate clarifying questions; lets the client or operator explain himself/herself completely; can restate a conversation accurately.
• Demonstrates empathy: Understands the clients problems and concerns and displays a motivation to be helpful.
• Accommodating to clients: Balances clients and own organizations needs to make sure that the client is satisfied.
• Level-headedness: Keeps cool under pressure; maintains an even temper when the client seems to be upset.
• Honest and trustworthy: Builds a reputation as a person who is consistent and direct while still seeking to be helpful.
• Displays insight and intelligence: Shows superior ability to identify solutions where others cannot; thinks technically but can also translate thoughts into plain language for others.
• Develops technical knowledge: Possesses and maintains knowledge of the equipment with which he/she will be working; learns new things quickly and can apply the knowledge on the job.
• Documenting actions and results: Writes reports of actions taken in a clear, concise way that the client and the office understand easily.
• Staying on task: Keeps focused on important activities; moves quickly from one job to the next.
• Managing the schedule: Determines how long a repair will take and sets/changes other appointments; accordingly, anticipates problems and adjusts schedule to compensate. Excels at logistics and time management.
• Multitasking: Can stay focused on several activities at the same time and switch between tasks quickly.
• Follows rules and regulations: Ensures that he/she understands the organizations rules and follows them consistently.

LEAD GENERATION: Develop a working knowledge of all the products and services supplied by Tri-Lift NC. Overall goal is to suggest and provide leads to other departments for products supplied by our company that will enhance our customers business.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Has the ability to perform strenuous and heavy work, can exert force up to 100 pounds on occasion and frequently handle loads to 50 pounds. Must have the physical stamina to perform continuously with full body motion for climbing, reaching, pulling, walking and lifting, etc While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk and climb or balance. The employee is frequently required to sit; stoop, kneel, crouch, or crawl; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed in a maintenance environment with potential equipment movement hazards as well as exposure to chemicals and solvents that require knowledge of proper safety procedures. Work is performed at customer locations, including manufacturing, warehouses, cold storage facilities and other difficult or outdoor environments. The employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and risk of electrical shock. The noise level in the work environment is usually moderate.

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