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Service Coordinator

2 months ago

Minneapolis, United States HM Cragg Full time
Job DescriptionJob Description

Position Overview:

HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and they show no signs of slowing down. One important factor that has contributed to their continued success is that they are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, they also believe in providing their employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally.

As the Service Coordinator, you will serve as an integral part of the Generator Service Department. In collaboration with the Generator Service Administration Lead and the Account Manager, the Service Coordinator will work with clients, technicians, and vendors to ensure timely and high-quality service delivery. A successful candidate will have excellent communication skills, strong attention to detail, and the ability to manage multiple tasks simultaneously. This service team member also provides backup and temporary support as needed for other Generator Service Administration team members.

Reporting Relationship: This position will report to the Generator Service Operations Manager.

Primary Responsibilities:

  • Collaboratively work with the Administration Lead, Service Managers and Account Managers to adjust planned schedules, assign technicians for priority tasks, resolve scheduling conflicts, and provide real-time progress reports from Generator Technicians and customers. • Data entry of new records and the review of existing records for accuracy.
  • Ensure all service requests are fulfilled within the required SLA response times and to the client's satisfaction.
  • Provide regular updates to clients on the status of their generator service requests.
  • Exercise sound and ethical business practices as they relate to clients, suppliers, and other shareholders.
  • Research and correct discrepancies in labor, material, and transportation charges to match the work, completed in preparation of billing and Account Manager approval.
  • Invoice pre-approved billings from the Account Manager within two business days of completed work orders.
  • Monitor and manage past due Accounts Receivable invoices daily.
  • Manage incoming customer service phone calls, recording the scope of work, location(s), contact information and account setup.
  • Provide reporting to customers and/or management as needed.
  • Follow up on outstanding customer quotes.
  • Promote a culture of safety to office and field staff.
  • Build and maintain customer relationships through excellent customer service skills.

Requirements:

Skills/Knowledge

  • Excellent communication skills, including outstanding written and verbal communication.
  • Works well in a team environment.
  • Ability to work in fast-paced environment.
  • Ability to solve problems logically and think critically.
  • Capable of planning and delivering timely on established goals
  • Technical aptitude with a passion to learn.

Qualifications

  • Competency in Microsoft applications including Word, Excel, and Outlook
  • 2 years' experience performing administrative job duties.
  • A knowledge of the field services and/or power generation industry.

Travel Expectations: No travel

Hours of Operation:

  • Monday - Friday: approx. 7:00am - 4:00pm
  • During emergencies and periods of high activity, it is possible and even likely that this position may be directing activities at any time of the day or night, as necessary.