Service Coordinator

2 months ago

Odessa, United States DistributionNOW Full time

At DistributionNOW, we believe our associates are the best in the business. We value and reward hardworking, creative, and dedicated employees that desire to be part of a team committed to outstanding customer service.

START YOUR CAREER NOW.
The Service Coordinator will be responsible for providing service estimates and quotations to potential service customers. Including parts pricing, labor, travel, per diem, shop supplies, etc.
JOB RESPONSIBILITIES:

  • Coordinate all service calls.
  • Opens, post, and close all SRO's (Service Repair Orders).
  • Ensure service technicians are at least 80% - 85% billable.
  • Submit warranty claims with follow up to ensure factory pays claims.
  • Handles all shipping and receiving duties.
  • Answer all incoming service department calls first with as little consultation with mechanics as possible.
  • Cold call old customers to do service work and get out old files for review.
  • Assist in keeping ALL shop expenses to minimum.
  • Maintains technician log hours of billable and non-billable to produce efficiencies and see where expenses can be cut.
  • Other duties, as assigned.
JOB REQUIREMENTS:
  • High School diploma and/or equivalent in work experience
  • Excellent interpersonal skills, proficient in oral and written communications
  • Assembly experience preferred but not required
  • Basic reading skills. Must be able to follow directions
  • Customer service oriented
  • Computer navigation and utilization skills with excellent Microsoft office proficiency
  • Ability to perform work accurately and thoroughly
  • Ability to use thinking and reasoning to solve a problem and to think in such a way as to produce a new concept or idea
  • High attention to detail, time management, and self-motivation skills
  • Team Management: Directly supervise and manage the daily activities of field service technicians, providing guidance and support.
  • Scheduling and Dispatching: Coordinate daily schedules for field service technicians, ensuring optimal routes and efficient time management.
  • Customer Communication: Act as the main point of contact for customers, providing updates on service requests, scheduling, and follow-ups.
  • Service Order Management: Create, update, and manage service orders in the service management system.
  • Resource Allocation: Ensure field service technicians are equipped with necessary tools, parts, and information for service calls.
  • Data Entry and Reporting: Maintain accurate records of service activities, technician performance, and customer feedback.
  • Problem Resolution: Address and resolve any scheduling conflicts, customer complaints, or technical issues promptly and effectively.
  • Team Collaboration: Work closely with the service manager, service administrator, sales team, and inventory department to ensure seamless operations.

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