What are the responsibilities and job description for the Sr Service Specialist position at Kelvin Group?
Sr Service Specialist
Department : RD&S
Employment Type : Full Time
Location : Fairless Hills, PA
Description
The Senior Service Specialist works as a senior member of a service support team, develops relationships with customers, processes orders, and communicates work order status, etc. as efficiently as possible while providing the highest level of customer service. The Senior Service Specialist is fulfilling key account customer needs for field service, rebuild shop repairs, and equipment service sales opportunities. They work closely with RD&S service, contract, and sales staff to develop long-term client relationships. Commercial / industrial customers include cold storage facilities, distribution, and production facilities.
As the senior member of the inside operations team, the Senior Service Specialist handles all service project management tasks, including subcontractor scheduling and job materials procurement. They are the key order contact to ensure all service projects and complex service work orders are executed on-time and to the RD&S / Kelvin standards.
This position is onsite at our office in Fairless Hills, PA.
Key Responsibilities
- Instruct senior field technicians on daily assignments which include service project installations, contractual planned maintenance, and emergency service work.
- Communicate and set labor priorities with RD&S Service Manager to assure proper scheduling of technicians to key projects and work orders.
- Attend and lead weekly manpower meetings on behalf of service for the allocation of start-up and senior service technicians to jobsites.
- Respond to customer inquiries for service work in a timely and professional manner (email, phone, portal, etc.).
- Efficiently create & communicate key account customer requested quotes and orders with the sales team and assist with processing those tasks in the computer system.
- Work with all sub-contractors and vendors to order and deliver the needs resources and materials to service job sites.
- Interface with the parts warehouse and / or vendors on purchase orders and parts / components deliveries, including expedited processing for urgent requests.
- Communicate with customers status changes for their orders that may impact expected and requested service delivery dates as necessary.
- Weekly processing of technician time sheets and expenses.
- Drive work order close out and invoice handoffs to billing team.
- Multi-task customer support priorities within the company.
- Work with other departments (accounting, sales, logistics, etc.) in a timely and professional manner.
- Other service department tasks and assignments as directed by department manager.
- Working hours : 7 : 30AM until 4 : 30PM
Skills, Knowledge and Expertise
Benefits
Medical, dental, vision, and prescription drug coverage
