Service Coordinator

1 month ago


Edison, New Jersey, United States C&C Lift Truck Inc Full time
Job Description

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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