Service Operations Coordinator

2 weeks 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 provides exceptional forklift maintenance services for equipment crafted, produced, and marketed by Taylor Machine Works, Inc. Supported by a comprehensive network of parts and service facilities, nationwide dealer partnerships, and factory-trained technicians, SSI is dedicated to delivering unparalleled parts and service assistance in the industry. Regular training sessions are conducted for our service technicians to ensure optimal service quality for Taylor Machine Works' clientele. Sudden Service, Inc. is a proud 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.
  • Provide guidance to clients regarding essential and recommended services.
  • Calculate costs for replacement parts and labor to restore lift trucks to the condition specified by clients.
  • Estimate expenses for mechanical, electrical, or other repairs, documenting itemized 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 lift truck is scanned and maintained accurately.
  • Handle all warranty claims and ensure they are completed efficiently.
  • Respond to phone inquiries, draft correspondence, reports, and quotes for the Service Center.
  • Maintain databases and contact lists for the Service Center.
  • Assist in developing and maintaining the filing system for the Service Center.
  • Track service personnel's hours and submit them to the designated contact as per company policy.
  • Perform the duties of safety coordinator as assigned by the Safety Director.
  • Maintain records for all SSI-owned vehicles, including driver information, insurance, expenses, recall notices, tags, location, and maintenance. Issue purchase orders for vehicle repairs and maintenance.
  • Manage files for the Service Center Manager, including correspondence, vehicle records, personnel files, contracts, etc.
  • Audit all expenses and purchases for service personnel at the Service Center, generating reports on service mechanic sales, call-in sales, and expenses.
  • Report any discrepancies regarding expenses or purchases to the Service Center Manager for corrective action.
  • Source promotional materials, soliciting bids from suppliers for optimal pricing and quality products. Maintain adequate stock for employee and customer sales, service, guests, warehouses, and service centers.
  • Provide SSI employees with comprehensive orientation, sharing essential information on company policies and supplies. Order, distribute, and maintain records of all company credit cards for service personnel.
  • Oversee scheduling and verification of vacations, personal leaves, medical leaves, and non-productive time to ensure adequate staffing for workload demands. Maintain records of employee non-productive time due to various reasons. Collaborate with personnel to keep records current and accurate. Review timecards weekly to ensure accurate information is recorded. Create and maintain files on all job descriptions and requirements for SSI personnel, developing new forms for company use.
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 personnel.
  • 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 coverage
  • Paid vacation
  • 10 paid holidays
  • 401K retirement plan
  • Life insurance

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.



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