Service Coordinator

The Service Coordinator role is responsible for managing all aspects of the company's service calls and warranty claims. This position is critical in maintaining customer satisfaction.

Duties and responsibilities

• Perform intakes and needs assessments to understand the customers’ concerns.
• Serve as the first point of contact for customer service-related concerns including troubleshooting and repairs.
• Initiate Service Tickets and determine warranty coverage based on company policies.
• Assign the appropriate service team and ticket owner (primary contact) based on the nature of the call, e.g., refrigeration, equipment failure, electrical, loss of water feature pattern, etc.
• Coordinate schedule with customer and service team, provide detailed instructions to the team, procure or have fabricated the replacement parts required.
• Process warranty claims with 3^rd party manufacturers for service and/or parts.
• Book travel accommodations for the service team as required for out-of-town service tickets.
• Proactively supervise service calls, request progress reports, photos, videos, etc., keep in constant communication with customers and quickly bring the calls to a close with a fully satisfied customer.
• Create ticket summary reports, with totals costs, and file with other documentation in electronic format.
• Ensure all service activities meet safety regulations and company quality standards.
• Maintain and organize a service provider network based on region and specialty.
• Ensure the team has the proper training, equipment, spare parts, supplies, and support to perform their duties effectively.
• Conduct regular meetings with engineering, manufacturing and management to provide department feedback for process and product improvement. 
• Develop and update installation and service manuals to ensure consistent service quality.

Qualifications

Communication skills (written and verbal):

• Able to instill confidence in a concerned or upset customer.
• Uses a clear, concise, professional demeanor.
• Able to give and follow verbal and written instructions.
• Uses proper email etiquette and grammar.
• Bilingual - fluent in English and Spanish.

Problem Solving:

• Strong analytical problem-solving skills.
• Able to anticipate, analyze, and identify problems based on customer interview and information provided.

Leadership:

Organizational Skills:

• Must be able to multi-task and prioritize requests based on the level of urgency.
• Keeps service records – documents, photos, emails in an organized electronic file.

Computer Literate:

• Highly proficient using Outlook, Excel, Word, and doing research on the internet.
• Accurate data entry using company specific applications.

Education/Experience:

• Minimum 2 years’ experience in the service industry or related position.
• General understanding of the construction industry, refrigeration, plumbing, electrical and welding. Experience is a plus.
• Minimum High School Diploma or equivalent.

Working conditions / Working environment

• Flexibility in working hours may be required, including evenings and weekends.
• This role may require travel to customer sites for on-site service calls.
• Exposure to moving mechanical parts, sharp objects, and power tools.
• Office and warehouse environments.
• Moving objects, moderate (forklifts, carts).
• Noise level, severe (equipment, tools).
• Protective clothing as required, steel-toed shoes, safety goggles, hard hat, and breathing masks.