Service Coordinator
1 month ago
C&C Lift Truck Inc is seeking a highly skilled Service Coordinator to join our team. As a Service Coordinator, you will serve as the liaison between our company and customers, ensuring day-to-day customer service and support is executed.
Key Responsibilities:
- Handle incoming service calls via phone and email.
- Provide real-time updates to customers on expected service dates and ETAs.
- Manage assigned technicians to ensure effective completion of day-to-day service operations.
- Coordinate technician schedules to align customer account needs and technician capabilities.
- Open work orders for technicians in a timely fashion.
- Set technicians' schedules by no later than 3 pm daily and inform scheduled customers.
- Code work orders with correct unit ID, make, model, and serial numbers.
- Follow special billing procedures for major accounts.
- Manage overall job progress, ensuring field technicians diagnose problems within two hours of arrival at customer locations.
- Work with technicians to resolve problems and ensure each job is fully completed.
- Establish regular communication with account managers to resolve ongoing issues with customers' accounts.
- Work closely with the Parts Department to acquire correct parts and pricing.
- Schedule monthly preventive maintenance work to ensure PM completion rate goals are met.
- Monitor technicians' timecards and maintain accurate records for customer invoicing.
- Adjust technician timecards daily to correct and minimize unbilled or standby time.
- Review and submit technician payroll information to the front office.
- Ensure technicians follow work order procedures and maintain accurate records.
- Approve, code, and process jobs to ensure labor and parts detail are complete and accurate.
Additional Responsibilities:
- Schedule service vehicle repairs and PMs, coordinating with technicians.
- Regularly promote and sell service products to customers, generating increased revenue.
- Produce verbal and written quotes of repairs to be completed.
- Review completed jobs, edit descriptions, hours, etc.
- Bill work orders.
Requirements:
- High School Diploma or equivalent.
- Proven experience as a dispatcher with a technical background in automotive repair (strongly preferred).
- Geographic understanding of New York, New Jersey, and Pennsylvania is a must.
- Proficient in Microsoft Suite (Word, Excel, Outlook).
- Ability to work independently and effectively prioritize demands and execute tasks.
- Strong written and verbal communication skills.
- Excellent customer service skills.
- Keen attention to detail.
- Must be able to sit stationary for several hours at a time.
- Is reliable and punctual in reporting for work as scheduled.
- Valid Driver's License.
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