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Service Operations Coordinator

2 months ago

New Albany, Mississippi, United States Sudden Service, Inc. Full time

Sudden Service, Inc. specializes in the global distribution of authentic Taylor OEM components and service for machinery engineered, produced, and marketed by Taylor Machine Works, Inc. Supported by a comprehensive network of parts and service centers, along with nationwide dealer support and factory-trained technicians, SSI is dedicated to delivering superior parts and service assistance in the industry. Regular training programs for our service technicians ensure optimal service delivery to Taylor Machine Works' clientele. Sudden Service, Inc. is a subsidiary of the Taylor Group of Companies, a family-owned enterprise established in Louisville, MS since 1927.

Key Responsibilities:
  • Collaborate with clients and Field Service Mechanics to determine necessary maintenance tasks.
  • Provide recommendations to clients regarding essential and suggested services.
  • Calculate costs for replacement parts and labor to restore equipment to the condition specified by the client.
  • Estimate expenses for mechanical, electrical, or other repairs, documenting detailed estimates on service orders and explaining them to clients.
  • Process parts and service sales orders in the system for invoicing purposes.
  • Ensure all documentation related to each equipment folder is scanned and kept up to date.
  • Handle all warranty claims and ensure they are completed satisfactorily.
  • Manage incoming calls, prepare correspondence, reports, and quotes for the Service Center.
  • Maintain databases and contact lists for the Service Center.
  • Assist in developing and maintaining an organized filing system for the Service Center.
  • Track service personnel's time and submit reports as per company policy.
  • Perform duties as assigned by the Safety Director related to safety coordination.
  • Maintain records for all company-owned vehicles, including drivers, insurance, expenses, recalls, tags, and maintenance schedules. Issue purchase orders for vehicle repairs and maintenance.
  • Support the Service Center Manager by maintaining various files, including correspondence, vehicle, personnel, and contract files.
  • Audit expenses and purchases for service personnel, generating reports on service mechanic sales and expenses.
  • Address any discrepancies regarding expenses and purchases with the Service Center Manager for corrective action.
  • Source promotional materials and request bids from suppliers to ensure competitive pricing and quality products. Maintain adequate stock for employee and customer sales.
  • Provide orientation to SSI employees, sharing essential information about company policies and supplies. Manage the ordering, distribution, and record-keeping of all company credit cards for service personnel.
  • Oversee scheduling and verification of vacations, personal leaves, and medical leaves to ensure adequate staffing for workload demands. Maintain records of employee non-productive time due to various reasons. Review timecards weekly for accuracy and maintain job description files for SSI personnel.
Required Skills and Qualifications:
  • Ability to prioritize service tasks effectively.
  • Proven track record of achieving high customer satisfaction.
  • Professional demeanor and confidence in interactions with clients and external contacts.
  • Valid driver's license with a clean driving record to meet corporate insurance requirements.
  • Basic computer proficiency.
  • Strong organizational skills.
  • Ability to manage multiple tasks simultaneously.
  • Ability to work effectively under pressure.
  • Team-oriented mindset.
Education and Experience:
  • High School Diploma or GED equivalent.
  • Experience in the parts/service industry, particularly in coordinating service responsibilities with technicians and parts staff.
  • Mechanical aptitude or experience in forklift or related fields is preferred.
  • Previous experience in a customer service role is advantageous.
Benefits:
  • Medical/Prescription Coverage
  • Dental Insurance
  • Vision Insurance
  • Paid Vacation
  • 10 Paid Holidays
  • 401K Retirement Plan
  • Life Insurance Coverage

Sudden Service, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, disability, national origin, or status as a protected veteran.