Service Operations Coordinator
2 weeks ago
Service Coordinator - Intercool USA
Key Responsibilities: The Service Coordinator plays a crucial role in supporting the Service Manager with the daily functions of the Service department, aiming to enhance customer satisfaction, guide Service Technicians, and improve the company's profitability.
Core Duties:
- Communicate effectively and courteously with clients to arrange service, maintenance, and sales inquiries while collecting essential information regarding their current systems and requirements.
- Engage with clients to remind them of upcoming appointments or changes in technician schedules.
- Strategically plan and assign technicians to service calls based on their availability, skill sets, customer needs, geographical considerations, and the latest updates in the management system.
- Maintain the Dispatch Board on a daily basis; proactively fill appointment gaps caused by cancellations or rescheduling to optimize efficiency through collaboration with Field Service Managers.
- Respond promptly to Service Technicians' inquiries via email or phone.
- Prepare and input service orders into the management system, ensuring accuracy in customer and order details.
- Assist in evaluating profit margins on work orders before invoicing.
- Address and resolve issues related to scheduling, pricing discrepancies, report inaccuracies, and customer credits.
- Monitor and manage work orders within the service backlog system.
- Contribute to process enhancements within the Service department.
- Ensure timely completion of all preventive maintenance tasks.
- Compile and distribute monthly and annual service reports, including finalized preventive maintenance documentation to clients.
- Participate in a rotating on-call service schedule.
- Support the Service Manager during client visits to ensure satisfaction and accuracy of service documentation.
- Continuously monitor communications from national clients and respond within specified timeframes.
- Ensure all necessary documentation for billing is attached to work orders.
- Coordinate with subcontractors as needed for national clients.
- Maintain relationships with national clients responsible for refrigeration services.
- Issue purchase orders for local parts and materials required by technicians.
- Process and send all vibration analysis and oil samples to vendors promptly.
- Track inventory of truck parts and ensure proper accounting in the management software.
- Represent the company with professionalism and integrity in all business dealings.
- Ensure technicians are equipped with appropriate uniforms and assist in ordering replacements.
- Handle all incoming calls and direct them to the appropriate department.
- Welcome and announce all visitors to the facility.
Qualifications:
- Strong time management and multitasking abilities with a proven track record of managing multiple projects.
- Exceptional customer service, communication, and interpersonal skills.
- Ability to communicate effectively with colleagues and clients in a professional and customer-oriented manner.
- Capability to meet deadlines and resolve issues with minimal supervision.
- Excellent written and verbal communication skills.
- High attention to detail and a commitment to quality.
- Ability to track and follow up on multiple work orders from initiation to completion.
- Proven ability to quickly adapt to new systems and processes.
- Proficient in Microsoft Office applications, particularly Excel and Word.
- Ability to make informed decisions based on established guidelines.
Education and Experience:
- At least 5 years of experience in a service industry role.
- High School Diploma is required.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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