Service Coordinator

Job Category :

Customer Service & Contact Center Operations

Schedule : Full time

Full time

Job Description : PURPOSE AND SCOPE

PURPOSE AND SCOPE

To coordinate all service and planned maintenance activities within 1 to 5 service branches ensuring the customer's needs are met in an efficient and timely manner while maximizing Technician efficiency / productivity and maintain district profitability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Creation of new work orders and other work records with all necessary information to complete work
• Efficient scheduling and coordination of service and PMP work through completion.
• Deliver friendly and efficient service to customers.
• Receives incoming requests for service, screens them, gathers required information, and, following established rules, determines if we can accept the request or if additional steps (such as involvement of sales representative or Service Manager) are required.

As needed, directs information to the sales representative, Service Administrator, and Service Manager.

• Secures Purchase Order for incoming service work as required by established standards and customer requirements.
• Reviews work order for prevailing wage requirements. If work requires prevailing wage, looks up and records applicable prevailing wage and fringe adder.
• Creates job number, prepares and maintains Work Order Records for service, repair, PMP operations and generate necessary work packages using company systems and processes.
• Schedules and dispatches Technicians for service, repair, and PMP jobs to best meet customer's requirements. Scheduling is done in coordination and consultation with the Service Manager with a goal of maximizing customer satisfaction for timely completion while also maximizing Technician efficiency / productivity and maintaining district profitability.

This includes assessing likely time requirements to complete the job, skills of available Techs, and planning the most efficient routing of Technicians to accomplish the work on hand.

Adjusts schedules as needed due to absences, changing customer requirements, and incoming emergency service calls.

Tracks and updates progress of jobs through completion, monitoring to ensure the job is not being held up from completion unnecessarily.

Gets sales representative, Service Administrator, Administrative Manager, and Service Manager involved as needed to address any problems hindering the completion and closure of the job.

• Upon completion of work, reviews work order, ensures correct prices and costs have been applied, reviews job notes, and closes job, releasing it to be invoiced by the Service Administrator.
• Reviews time reports for zone Service Technicians for accuracy and completeness, getting Service Manager involved as needed.

Ensures Techs are paid correctly for time worked and time worked is correctly billed to work orders.

• Issues credit rebills, as needed and directed.
• Backs up other Service Coordinators as needed, and assists Service Administrators and Service A / R Specialists as directed and as time allows.
• Provide back-up administrative support within the office including answering phones, filing, preparing quotes, typing of general correspondence, etc.
• Other duties as assigned.

EDUCATION and / or EXPERIENCE

The successful individual will possess :

• This position requires a high school diploma or GED.
• Computer skills
• 10-key calculator skills
• excellent organizational ability
• professional phone skills.
• Prior scheduling experience is preferred.

KNOWLEDGE / SKILL REQUIREMENTS :

The ideal individual will demonstrate :

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

SUPERVISORY RESPONSIBILITIES :

This role will not have supervisory responsibilities.

Company Description :

Arbon Equipment - A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment.

Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff.

We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

We Offer :

Arbon Equipment - A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave.

We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal / sick days per year round out the package.

Rite-Hite is an Equal Opportunity / Affirmative Action employer offering a drug free workplace for our customers and employees.