What are the responsibilities and job description for the Service Customer Support Representative (Indianapolis, IN) position at MH Equipment?
Description
As a Service Customer Support Representative with MH Equipment, you will work closely with other individuals in the Operations, Sales, Service, Parts, Rental & Resale and Aftermarket departments.
Requirements
Job Responsibilities :
- Answer phones.
- Take and enter service calls in our Dispatch system.
- Dispatch technicians to customer service calls.
- Enter daily timecards and prepare hourly payroll as required. Clocking needs to be entered daily for all technicians.
- Timecard clocking by technicians needs to be monitored by Customer Support and the Customer Support people need to make sure techs are clocking in quarter hour increments.
- Complete and close work orders for assigned techs.
- Open PM and customer work orders for assigned techs.
- Responsible for monitoring PM completion throughout the month to obtain 100% PM completion rate.
- Enter and track fleet / warranty service claims for assigned techs.
- Prepare written quotes for the service department and fleet accounts for assigned techs. Monitor and track quote completion / close rate.
- Assist with tracking and control of work in process (WIP) for assigned techs.
- Follow policies and procedures.
- Review of Technicians' Paperwork and Timecard each week, as needed by Service manager.
- This should be accomplished with a dual monitor set up for each Customer Support person to enable them to view this.
- Work in Process (WIP report) monitoring : Customer Support is responsible for monitoring and dispatching technicians to maintain the WIP report to less than 7 working days on average. A SM or Shop Manager should be notified of any open work order that the technician has had parts issued to for over 5 days.
- Lunch Compliance : lunches are a minimum of ½ hour per day for all technicians. If the lunches are not taken, the Service Manager or Shop Manager should be notified immediately.
- OT Authorization Rules : Customer Support needs to know that all OT by technicians must be approved by the Service Manager or Shop Manager prior to working the time.
- Any unpaid time must be authorized by a manager. A note should be placed in the payroll time sheet to verify the reason for unpaid time as well as management authorization.
- Work with Service and Shop Manager to control all transportation needs of the branch. This will include proper tracking and billing on monthly WO's and customer WO's o maintain a profitability within the department.
- Perform all other administrative service department duties as assigned.
Job Requirements :
Working Conditions : Hours will be 7 : 00 a.m. - 3 : 30 p.m., Monday through Friday. Occasional overtime may be required. This is an hourly, non-exempt position.
Benefits :
MH Equipment is proud to be an Equal Opportunity Employer
