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Field Service Coordinator

2 months ago

Dallas, Texas, United States Holt Group Inc Full time
Job Summary:

The BCP Field Service Coordinator is responsible for prioritizing and scheduling all field service work in the assigned area of responsibility. Primary duties include scheduling all BCP field service work, answering/screening incoming calls, opening work orders, scheduling technicians, verifying work orders to ensure labor, parts, and miscellaneous items are charged out correctly, and notes are entered. This position will also be responsible for coordinating work order closings as requested at the direction of the Field Service Manager while ensuring a high-level Legendary Customer Service outcome for our customers.

Key Responsibilities:
  • Prioritize and Schedule all BCP field service work in the assigned area of responsibility
  • Establish and mutually agree upon and communicate job expectations to field technicians to ensure customer satisfaction
  • Communicate with all applicable parties daily regarding scheduling, dispatching, and repair of equipment
  • Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules
  • Ensure that customers' expectations regarding communication, information, and updates are met and/or exceeded
  • Coordinate and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing
  • Support the efforts of the field technicians in every way possible to ensure customer expectations and departmental objectives are met
  • Provide quotes of all service work to be performed in Part and Service Quoter (PSQ), unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by the customer
  • Maintain consistent, accurate, and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently
  • Process customer payments via check, credit card, CAT access and apply to the job in Dealer Business System (DBS)
  • Generate all purchase orders and validates timely entry into work orders in DBS systems
  • Provide consistent, accurate, and timely assistance to service operation's functions in order to support the objectives of the department
  • Maintain department daily and monthly reports
  • Work safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
  • Requires regular and punctual employee attendance
  • Perform other duties as assigned
Requirements:
  • Knowledge of the heavy equipment industry
  • Knowledge of dispatching protocols and procedures
  • Working knowledge of computers and multi-line phone systems
  • Knowledge of basic office practices, procedures, and processes
  • Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
  • Excellent verbal, written, and communication skills
  • Exceptional customer service skills
  • Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization
  • Functional knowledge of key operating systems: DBS, Service Link, and MDS
  • Functional knowledge of critical CAT applications: SIS and SIMSi
  • Time management and time-critical prioritization skills
  • Ability to work on multiple projects and deal effectively with employees, team members, and management
  • Self-starter and ability to work independently
  • Ability to operate office machines and computers
  • Understands written sentences and paragraphs in work-related documents
  • Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public
Education and Experience:
  • High School diploma or equivalent preferred
  • Five plus years direct CAT Service experience or seven-plus years industry experience in heavy equipment