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Service Coordinator

5 months ago

New Castle, United States Miner, LTD Full time

Description:
**The Company**

Miner Ltd, an OnPoint Company, is an industry-leading service and equipment solutions provider with branch-based operations across the country. OnPoint Group is a fast-paced and ever-changing company and has been awarded the **Best Managed Companies** Award by Deloitte and WSJ for three years running, as well as having been named to the **Inc. 5000 Fastest Growing Companies** list for eight consecutive years We believe in challenging the status quo and finding a better way for our customers, which is how we have grown into the company we are today.

Miner drives down the cost of warehousing and materials management operations saving our customers revenue and time by understanding their business, finding efficiencies in their operation, providing faster systems repairs and delivering expertly executed scheduled maintenance. For more than 20 years, Miner has consistently delivered professional emergency maintenance service, equipment analysis and proactive preventative maintenance solutions to companies throughout North America. Miner solutions leave their customers more time to focus on their core business - not on the business of maintenance and materials management.

**Benefits**

At Miner we believe that **OUR PEOPLE** are what make us great and help us deliver exceptional customer service We offer industry leading Benefits to include:

- Competitive pay - Plus incentive opportunities
- Full benefits package that starts day one - Includes medical, dental, vision, 401K with match, company-paid life insurance and disability coverage.
- PTO and Paid Holidays
- Training and mentoring - Learn from our experts in the industry
- Advancement opportunities

Link to benefits overview: Benefits

**Job Summary**

The Service Coordinator is responsible for assisting and effectively communicating to our company’s Field Service Technicians. They will assign orders and service calls ensuring that our customers receive prompt customer service on their material handling equipment.

**Key Job Responsibilities**
- Effectively manage time and work-flow for multiple work orders & service calls for the field service technicians.
- Ensuring that the field service technicians’ work is performed in accordance with established Miner Material Handling quality standards, safety rules and procedures at all times.
- Review and process service requests, geographically dispatching an appropriate technician with proper skill set, paperwork, parts, and information.
- Strong organizational skills enabling effective communication with customers and technicians to ensure service calls are complete and when required, following up with technicians and other departments to finalize repairs, ensuring total customer satisfaction.
- Scheduling Planned Maintenance with customers.
- Documenting all pertinent information within service/invoicing software for each applicable job, as well as completing various forms, billing, reports, logs, records, etc.
- Prepare and maintain accurate records and data associated with the responsibilities of the department.
- Work with the Service Manager to keep the service department informed of unusual circumstances or the need for additional assistance in order to facilitate and finalize repairs.
- Ensure quoted repairs are communicated thoroughly before the service technician is dispatched. For example: Informing of scope of work; Time allotted; Equipment required; etc.
- Proactively monitoring the service technicians’ Work-in-Progress (WIP) to ensure timely completion of jobs and accurate customer invoicing.
- Maintaining vehicle maintenance documentation.
- Perform other duties as assigned by department manager.

**Requirements**:

- Minimum 2 years’ experience in a customer service environment.
- Mechanical or technical background is a plus.
- Excellent communication skills, both written and oral. Able to communicate effectively with management and customers - both internal and external.
- Professionalism in an office environment as well as on the phone.
- Ability to thrive in a fast paced, technology driven, service environment.
- Proven organizational and planning skills.
- Ability to prioritize and handle multiple projects.
- Basic knowledge of accounting processes.
- General computer skills with experience in Microsoft Office Products such as: Outlook; Excel; and Word. Also, experience with office operations and equipment including: computers/laptops and keyboards; fax machines; photocopiers; and telephone systems / cellular telephones.
- Needs to be a team player and work well with others.
- Needs to be a self-starter and work with little or no supervision.
- Able to work overtime when assigned and/or required.
- GED or High School degree required.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to e