Service Coordinator

Service Coordinator

Quinn Company, your local Caterpillar dealer, has been supporting California's equipment needs since 1919. We sell, service, and rent a full line of construction, agricultural, and material handling equipment, along with diesel and natural gas engines. As a Caterpillar dealership, Quinn Company combines the flexibility and entrepreneurial spirit of a local business with the global strength and stability of a Fortune 50 organization. Ranked among the top-performing Caterpillar dealers worldwide, Quinn operates with a competitive, performance-driven culture built on integrity and exceptional customer service.

The Service Coordinator plays a key role in supporting both customers and technicians by ensuring efficient communication, accurate work order management, and timely job updates. This position is responsible for coordinating technician dispatch, managing work in process (WIP), maintaining clear customer communication, and supporting overall service operations. Starting wage is dependent on experience and education.

Rewards

• Opportunity to support a high?performance service operation
• Work in a customer-focused, team-oriented environment
• Hands?on involvement in technician coordination and service workflow
• Ability to directly influence customer satisfaction and NPS
• Be part of a company built on Integrity, Teamwork, Respect, Quality, and Service

Mission

The mission of the Service Coordinator is to ensure seamless communication between customers, technicians, and internal teams while maintaining accurate and efficient work order processes. This role supports service excellence through timely updates, customer support, and strong operational execution.

Responsibilities

• Coordinate dispatch of field and shop technicians.
• Reconcile technician time between Kronos and DBS.
• Review and update work in process (WIP) regularly.
• Expedite work orders and coordinate workflow.
• Communicate work order status with the Customer Service Communicator.
• Respond promptly and professionally to customer requests.
• Support positive customer satisfaction and NPS performance.
• Maintain effective communication with internal departments.
• Order Caterpillar parts and source outside vendor parts.
• Provide time & material estimates as needed.
• Analyze WIP to identify warranty issues, interdepartmental needs, or vendor involvement.
• Authorize technician purchases with or without a Quinn PO.
• Collect payment methods, including cash transactions.
• Maintain accurate work orders and complete invoicing to meet benchmarks (LDL to Invoice, WIP turns).
• Manage collection issues and prevent write-offs.
• Apply general machine and weld shop product support knowledge.
• Support service needs across all branches when required.
• Perform other duties as assigned, including occasional work outside standard hours.
• Demonstrate alignment with Quinn Company's values and performance-driven culture.

Qualifications

• High school diploma or GED required.
• 12 years of related experience; customer service experience preferred.
• Equivalent education/experience combinations accepted.
• Proficiency with MS Office (Excel, Word).
• Strong communication, organization, and customer service skills.

Quinn is an Equal Opportunity Employer M/F/V/DV. Quinn Group, Inc. provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, age, national origin, disability, or veteran status. Quinn maintains an Affirmative Action Plan supporting the advancement of minorities, women, qualified disabled individuals, and veterans.