What are the responsibilities and job description for the Service Coordinator position at Aqua-Aerobic Systems?
Customer Service Coordinator
Department: Field Services
Reports to: Manager, Customer Service
FLSA Status: Non-Exempt
Prepared Date: 04/2007
Revised Date: 03/2020
Summary
Main point of contact for field service scheduling and on site services. Assist customers (internal and external) with technical issues related to Aqua scope of supply. Maintain all databases and other records related to customer technical support. Conveys positive, professional image at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Receives and processes request for all field service work using both internal resources and authorized service providers. Maintains all records related to scheduling.
- Ensures all requests from field service for internal/external support are responded to timely.
- Receive customer technical inquiries and actively respond in a timely manner. Help troubleshoot all (mechanical and electrical) technical issues and coordinate a response. Troubleshooting may be on the phone or over email.
- Process Warranty Claims and work to control warranty expense through coordination with other departments and suppliers. Document issues through the Incident Reporting System as appropriate and chair the Incident Meeting in the absence of the Customer Service Manager
- Maintain all required written and electronic files related to service work.
- Support the after-hours customer technical support by coordinating the “hot line” phone and being on call as appropriate.
- Suggest design improvements and correct engineering documentation via the Engineering Change Request process.
- Other duties as assigned.
knowledge, skills and abilities
Must utilize excellent communication skills. Must be computer literate and have familiarity with Microsoft Office software. Proficient typing skills and the ability to read drawings. Must be able to do minimal travel. Must have a good general knowledge of electrical, mechanical and hydraulic systems.
SUPERVISORY RESPONSIBILITIES
None
WORK ENVIRONMENT
Usual office working conditions with moderate noise such as computers and printers, telephones and copy machines.
Minimum qualifications
Associates degree in technical or related field and a minimum of 3 years of related training and experience or any equivalent combination of training and experience.
CUSTOMERS
Internal - 40% External - 60%
Operators - 70%
Reps - 15%
Contractor/Project Managers - 10%
Engineers - 5%
