Customer Service Estimator

Service Estimator
The basic function of the Service Estimator is to prepare and present detailed service quotes to clients based on information from Service Technicians and to support operations through the accurate, timely ordering of parts, equipment and materials for approved service quotes. The Service Estimator must be a self-starter with great inter-personal and customer-service skills.
Be accurate: Quality over quantity and communicate workload concerns to Service Operations Manager
Be objective and neutral: Voice concerns regarding tech quotes or vendor issues but remain calm and factual
Be strategic: Choose when to be aggressive and when to be conservative with pricing and implement changes in strategy as needed.
Be organized: Achieve increased sales rate and profitability through consistent follow up. Achieve efficiency and customer satisfaction through accurate order tracking.
Be communicative: Keep everyone involved through clear and concise communication
Field Support
Always provide outstanding customer service
Always maintain positive professional office environment
Review service quote requests from field Service Technicians
Obtain pricing and quotation for parts, material and equipment
Support Service Technicians by researching pricing and availability of parts, material and equipment on all applications as needed
Prepare Service Quotes in financial tracking software based on departmental profitability goals, and authority roles.
Prepare service quotes in proposal format and present to clients
Create close rapport with clients and Service Technicians
Implement system of tracking outstanding quotes and following-up with clients
Create service work orders for work approved by clients
Purchase and track parts, material and equipment
Receive orders to service department by direct shipping or will call and notify assigned Service Technicians
Staff Support

Collect detailed information to create purchase orders
Create purchase orders as needed and capture all invoices/receipts
Assist in acquiring invoices/receipts as needed
Assist Account Managers in meeting customer-specific estimating requirements
Provide sales reports and closing rates to Service Operations Manager
Assist Service Operations Manager in achieving financial goals through strategic pricing
Customer Support

Resolve customer concerns through quick and attentive response to calls, emails and other forms of feedback
Ensure the loop is closed by involving the Service Operations Manager in sensitive issues
Provide estimate breakout as needed