What are the responsibilities and job description for the Service Coordinator position at Odessa Pumps and Equipment, Inc.?
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The Service Coordinator will be responsible for providing service estimates and quotations to potential service customers. Including parts pricing, labor, travel, per diem, shop supplies, etc.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
- 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.
