Service Coordinator

JOB RESPONSIBILITIES:

• Coordinate all service calls.
• Opens, post, and close all SRO’s (Service Repair Orders).
• Ensure service technicians are at least 80% - 85% billable.
• Submit warranty claims with follow up to ensure factory pays claims.
• Handles all shipping and receiving duties.
• Answer all incoming service department calls first with as little consultation with mechanics as possible.
• Cold call old customers to do service work and get out old files for review.
• Assist in keeping ALL shop expenses to minimum.
• Maintains technician log hours of billable and non-billable to produce efficiencies and see where expenses can be cut.
• Other duties, as assigned.

JOB REQUIREMENTS:

• High School diploma and/or equivalent in work experience
• Excellent interpersonal skills, proficient in oral and written communications
• Assembly experience preferred but not required
• Basic reading skills. Must be able to follow directions
• Customer service oriented
• Computer navigation and utilization skills with excellent Microsoft office proficiency
• Ability to perform work accurately and thoroughly
• Ability to use thinking and reasoning to solve a problem and to think in such a way as to produce a new concept or idea
• High attention to detail, time management, and self-motivation skills

Additional Job Description

• Team Management: Directly supervise and manage the daily activities of field service technicians, providing guidance and support.
• Scheduling and Dispatching: Coordinate daily schedules for field service technicians, ensuring optimal routes and efficient time management.
• Customer Communication: Act as the main point of contact for customers, providing updates on service requests, scheduling, and follow-ups.
• Service Order Management: Create, update, and manage service orders in the service management system.
• Resource Allocation: Ensure field service technicians are equipped with necessary tools, parts, and information for service calls.
• Data Entry and Reporting: Maintain accurate records of service activities, technician performance, and customer feedback.
• Problem Resolution: Address and resolve any scheduling conflicts, customer complaints, or technical issues promptly and effectively.
• Team Collaboration: Work closely with the service manager, service administrator, sales team, and inventory department to ensure seamless operations.