Responsibilities of the Service Coordinator:
Coordinates with the service manager on scheduling all service work for maintenance, quoted work, time and material, warranty, start-ups, emergency calls, on-call, and any other directed activities.
Ensures all field schedules are updated and properly maintained.
Assists in answering multi-line phones to ensure proper information is obtained and entered for all service calls.
Ensures proper information is provided to the service technicians to achieve proper execution, maximize utilization, and deliver superior customer satisfaction including dispatching techs during the day to additional service calls.
Assists with the procurement of needed materials and supplies.
Maintain a positive attitude and communicate professionally for all customer inquiries including but not limited to customer complaints, re-directing service technicians in a fast-paced changing environment.
Reviews documentation from service technicians, manufacturers and customers to ensure proper filing, accounts payable, and billing are completed in a timely manner.
Reviews all tasking and open work orders to ensure timely and required work is performed.
Works with manufacturers to ensure that all service related warranty parts properly tracked and credited.
Ensures proper documentation is delivered to the customer as requested.
Provides proactive follow-up with customers, service technicians and interoffice to ensure outstanding issues are resolved and all commitments and expectations are met or exceeded.
Works with service technicians, managers, and /or supervisors to resolve issues/problems in the field and helps provide solutions to improve on-going procedures.
Prioritizes workload and request to ensure customer and employee satisfaction are delivered.
Conducts weekly follow-up customer service survey phone calls to enhance customer communication and feedback.
Fills in for the service manager in his/her absence
Other duties as required
Requirements of the Service Coordinator:
HS Diploma/GED REQUIRED--Associates or better preferred
1-3 years' experience in a dispatch role or customer service call handling position for service work
MUST be able to communicate effectively both verbal and written