Service Coordinator

2 months ago

Addison, United States Malin Full time

The Service Coordinator's objective is to direct the activities of Malin's Service Technicians so that our customers' service needs are fully satisfied, Malin's parts and service resources are utilized efficiently, complete records are maintained, and technician productivity is optimized. A Service Coordinator aims to help maintain positive customer relationships by ensuring accuracy in our invoice process through their knowledge and attention to detail.

Essential Functions and Responsibilities:

  • Receive service calls from customers via telephone and email.
  • Maintaining the Tech's schedule through out the day
  • Maintain a responsive and customer-oriented demeanor in the workplace.
  • Review the previous day's service work and ensure billing accuracy.
  • Recognize trucks under warranty for billing purposes.
  • Interpret reports and identify discrepancies.
  • Open work orders directly into business operating system and update status code and notes as changes occur.
  • Utilize reports to schedule all preventative maintenance so that each is completed by their due date.
  • Utilize GPS and call priority ensure work is completed within an acceptable time frame.
  • Use logical thinking in making technicians' assignments throughout the day; minimize travel time, delays.
  • Monitor and manage open work orders by updating notes and utilizing appropriate status codes.
  • Continuous review and supervision of the dispatch board throughout the day. Communicate urgent requests to those involved.
  • Check "incomplete" calls and update status in internal work order notes. Notify managers of any situations that require follow-up.
  • Dispatch service technician according to customer needs.
  • Track scheduled maintenance calls to confirm that they are performed timely.
  • Order follow-up parts issues for technicians.
  • Report any changes in customer location, fleet or service needs to appropriate department.
  • Assist team members with their workload in their absence and/or in other times of need.
Position Requirements:
  • Associated Degree or 2+ years equivalent relevant work experience required.
  • Two years of experience in a fast-paced, service-oriented business.
  • Data entry experience with Microsoft Office experience preferred.
  • Excellent communication skills: written, verbal, and listening.
  • Self-motivated team player with excellent customer service.
  • Detail oriented with excellent organizational skills
  • Sense of urgency with ability to handle frequently changing priorities and multiple tasks.
  • Ability to work in fast-paced environment
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong customer orientation
  • Strong Interpersonal skills that include active listening and conflict resolution
  • Ability to multi-task and adapt to change quickly
  • Ability to work in a team and communicate effectively
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motived with the ability to work in a fast-paced environment
  • Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Knowledge of scheduling, delegation, problem resolution, and supervisory techniques
  • Skill in using Microsoft Office products (Word, Outlook, and Excel)
  • Ability to organize work for timely completion
  • Ability to provide direction to team in a clear and objective manner
What Malin Offers:
  • Highly competitive base pay
  • Comprehensive benefits package
  • Health and wellness programs

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