Service Coordinator

3 weeks ago

Pine Brook, United States Avantik Full time

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.


Summary/objective

Responsible for service work order entry and management. Collaborative position requiring thorough, and active communication with both internal and external customers to ensure customer satisfaction on all service requests.


Essential functions

  • Maintain posting logs with scheduling of each PM job and the corresponding notes, serial numbers, customer contact information.
  • Send out all quotes, letters, and service contracts received from internal Avantik sales and technical support staff.
  • Update paperwork turned in by Technicians to accurately reflect parts installed. Prepare and finalize work order for invoicing.
  • Send customers surveys after PM job is completed to gain feedback regarding performance and service.
  • Update contracts with new Purchase Order # and prepare for invoicing. Ensure all instruments are reflected in the contract with correct pricing, new PO# and correct units. Update posting entry to correspond with new PO#/contract information.
  • Follow up with customers who have received quotes to ensure receipt and determine if they would like to proceed with service. If applicable, adjust quotations based on customers’ needs and requirements.
  • Answer and respond to incoming calls for service by creating Service Call Incidents, updating priority list Smartsheet, creating Canvas report and assigning priority calls at the end of each day in partnership with the local Service Supervisor.
  • Update system with details on completed service calls including parts and notes for all locations. Process, invoice and send completed work orders to customers upon request or as needed.
  • Post labor for completed Preventative Maintenance work orders in the system. Process, invoice and send completed work orders.
  • Transfer parts needed for emergency repairs to Technicians, using the service software. Arrange for shipment of parts to desired location. Submit parts for ordering as necessary.
  • Bill shop repair work orders and send out invoices upon request.
  • After updates to contract maintenance has been performed, process the contracts for all branches, creating the invoice and send to customer.
  • Update “Gap to Close Report”, detailing the running list of the monthly revenue stream. Send to service team.
  • Maintain service documentation. Notify Technicians on a weekly basis regarding missing paperwork.
  • Prepare the maintenance and repair work schedule for Technicians. Compile and generate work orders for each job with detailed notes, including information relating to timing and customer contact information.
  • Update, post, process, and create Partner Reimbursement Vouchers for warranty work from third-party service companies.
  • Create and apply service and contract credit memos as needed.
  • Post parts pulled for shop repairs, and transfer shop supplies as needed.
  • Send requests for POs for emergency service repairs and update invoices when POs are received on a weekly basis at minimum.
  • Send quotes to customers all services including but not limited to, Field Service Repairs, Shop Repairs, and PMs, as needed.
  • Create and bill work orders for Filter Exchanges completed by Client Support Specialist.
  • Manage Ink Exchange Program for customers local to Canton MA, including work order creation, updating, invoicing; Coordinate with local Technicians to schedule service and obtain PO#s for service.
  • On a bi-weekly basis, review all invoices with WFP status with Finance.
  • Maintain the Scheduling Worksheet by transferring entries from the prior month to the current month. Sort information within so that it reflects status of job, etc.
  • Run contract amortizations beginning, middle, and end of month, reallocating branch revenue from Deferred Revenue GL.
  • On a monthly basis, bill customers for service contracts that are set up for monthly billing.
  • Review dated and open work orders and close as needed.
  • Create loaner work orders and loaner agreement form for equipment going on loan.
  • Facilitate PM review meetings with Service and Business Development.


Competencies

  • Expertise in Microsoft Excel and Microsoft Word, as well as Adobe
  • MS 365 experience a plus
  • Solid organizational skills
  • Knowledge of Sage 500 and SM+
  • Basic understanding of accounting principles
  • Industry experience required including negotiation skills
  • Ability to communicate effectively via email and telephone


Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ.

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

Avantik offers a team orientated, customer service focused environment with competitive compensation, bonus programs, medical (company covers 80% of the cost), dental and vision insurance, 401K (with a match) and more.

Learn more at www.avantik-us.com

Avantik is an Equal Opportunity Employer.

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