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Service Support Coordinator

3 months ago

Livermore, United States Monarch Tractor Full time

**About Monarch**

At Monarch, we are working with farmers around the world to reduce carbon emissions one tractor at a time. Our team is passionate about making a positive environmental impact in the untapped market of Agtech through innovation and emerging technology. The global implementation of our digital platforms will elevate green solutions that will power the future of farm ecosystems and kickstart the next generation of sustainable farming.

If you are interested in reducing carbon emissions, creating profitable autonomous solutions, and bringing awareness to how our food is grown, Monarch is the right place for you Our team of engineers, farmers and industry experts will provide you with the creative space to enhance your skill set and grow your career.? We are always looking for people with a collaborative spirit to help us accelerate the compassionate mission we share to improve clean farming.

**Role Summary**

The Service Support Coordinator is the on-site liaison between the Field Service Technicians, Monarch owners & the Monarch Service Center needing assistance with Field Service or servicing/repair of their Monarch vehicle.

**Responsibilities**
- Schedules and dispatches Field Service Technicians as needed to meet customer requirements and manage technician utilization. Maintains updated information in CRM and ERP.
- Maintains regular communication with customers on Service & Field Service pick up & delivery dates.
- Plans and coordinates material deliveries and inventory control to support Monarch’s Dealer Network.
- Provides quotations to customers & dealers by identifying components for repair, service, parts inquiries and building quotations.
- Uncovers customer needs and challenges and seeks to match additional Monarch solutions.

**Qualifications**
- 3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
- Enthusiasm and passion for Monarch and electric vehicles
- Find it rewarding to help a customer in need
- Empathy, sincerity, patience, and strong communication skills
- Excellent follow-up and probing skills
- Strong problem-solving capabilities
- The ability to maintain composure under pressure and deal with ambiguity
- The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools
- Willingness to learn new and innovative automotive technologies
- Work in a team-based environment and achieve a common goal

Being a customer-facing role, you should be willing and able to work the occasional Saturday, with additional flexibility during busier times of the year or when necessitated by the business.

**Education**
- Associate or Bachelor's Degree (four-year college or technical school) or equivalent work

**Computer Skills**
- Proficient in Windows, Microsoft Word, Excel & PowerPoint. Experience with ERP and CRM systems.

**Minimum Physical Requirements**
- Push/pull up to 30 lbs?
- Lift/carry up to 30 lbs?
- Standing, walking, using hands, talking, hearing, neck rotation, trunk rotation, stair climbing, ladder climbing, repetitive bending, kneeling, sustained squat, forward reaching, overhead reaching, supine overhead reaching, crawling, bin lift, high steps, fingering/grasping - able to use bolt box
- Indoor working conditions, noise level may be loud at times

?
This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Monarch Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.?

**Additional Perks**
- Catered Lunches
- Career development
- Cell phone reimbursements
- Team building and much more

At Monarch, we cherish and celebrate every individual's difference. We are proud to be an equal opportunity employer and we are committed to equal employment opportunity regardless of race, color, religion, national origin, sex, sexual orientation, age, marital status, gender identity, veteran status, and disability, or another legally protected status.