Service Operations Coordinator

2 weeks ago


Birmingham, Alabama, United States Intercool USA Full time
Job Overview

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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