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Service Coordination Supervisor

4 months ago

Hilliard, United States W.W. Williams Company Full time
Job DescriptionJob Description

Service Coordination Supervisor Opportunity Summary:

The Service Coordination Supervisor is responsible for directing and guiding all activities of off-highway service jobs to ensure appropriate quantity and quality of unit, engine, and/or equipment repairs. Work directly with customers, in person or on the phone, in concert with technicians to maximize sales opportunities and ensure all work scheduled is performed safely and to the customer's satisfaction.

Job Duties:

  • Oversees the daily functioning of the field service department by assigning technicians to incoming jobs based on skills, abilities, and availability. Monitors the ongoing status of all jobs being performed in the field or in the shop to ensure that problems are dealt with efficiently.
  • Communicates with customers, either by phone or in person, to determine customers' concerns, problems, or needs- present and future- while maintaining a high degree of professionalism.
  • Builds and maintains customer relationships.
  • Monitors individual efficiencies of all technicians for problem areas, counseling them regularly to remove obstacles to improved performance and personal growth.
  • Maintains detailed status reports on the computer on all open jobs to facilitate communication between W. W. Williams and the customer and between various technicians that may work on the same job.
  • Investigates in advance of a repair by using the manufacturers' computer systems whether a product is under warranty coverage, and/or during the repair, whether the type of failure will be covered by the manufacturer under their warranty provisions.
  • Initiates work orders in the computer by gathering important details regarding the customer and the equipment being serviced, including warranty and/or billing information, and developing the customer complaint to aid in diagnosis.
  • Stays in close contact with customers during the transaction and documents all communications with the customer including price quotes, authorizations received, payment terms, and special customer requests.
  • Ensures all services are accurately invoiced and customer payments in any of the acceptable forms, assuring that credit and warranty policies are followed, and are fully applied.

Work Experience & Qualifications:

  • Associate degree or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
  • Strong written and verbal communication skills.
  • Strong customer service skills.
  • Computer and software skills including Microsoft Office Suite.

Employee Rewards and Benefits:

  • 8 Paid Holidays & 1 Paid Wellness Day
  • Paid time off
  • Employee Referral Bonus Program
  • Medical, Dental, and Vision Insurance
  • 401k with a Company Match
  • Company Paid Training
  • Growth and Leadership Opportunities

About the Company:

W.W. Williams was founded in Columbus, Ohio, in 1912. Today, The W.W. Williams Companies has a broad portfolio of businesses located throughout the U.S. and Mexico. Under the long-standing brand, W.W. Williams Companies comprise one of the nation's largest sales and service providers of industrial power products with an extensive network of 44 facilities employing more than 515 service technicians. It offers service and repair, OEM product sales, and supply chain management solutions. Its products and service offerings include diesel engines, transmissions, bumper-to-bumper truck repair, transport refrigeration, power generation systems, and supply chain logistics services.

When you join the W.W. Williams team, you become part of a company that impacts millions of Americans daily. As a leader in the transportation service, repair, and parts industry, W.W. Williams offers flexibility and tailored solutions for your transportation repair needs. Our mission is to be the trusted provider of innovative, timely solutions that surpass your expectations.

Join us for a career where you'll grow both personally and professionally in a welcoming, diverse, and inclusive environment.

Competitive wages and benefits. EOE/AAP/M/F/Vets/Disabled, DFWP.