BCP - Field Customer Service Coordinator

Holt Group•Cleburne, TX

58d

About The Position

The BCP Field Customer 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 and ensuring a high-level Legendary Customer Service outcome for our customers. The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

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
High School diploma or equivalent
Five plus years direct CAT Service experience or seven-plus years industry experience in heavy equipment

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
Communicates with all applicable parties daily regarding scheduling, dispatching, and repair of equipment
Monitors personnel and/or equipment locations and utilization in order to coordinate service and schedules
Ensures that customers' expectations regarding communication, information, and updates are met and/or exceeded
Coordinates 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
Provides 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
Maintains consistent, accurate, and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently
Processes customer payments via check, credit card, CAT access and apply to the job in Dealer Business System (DBS)
Generates all purchase orders and validates timely entry into work orders in DBS systems
Provides consistent, accurate, and timely assistance to service operation's functions in order to support the objectives of the department
Maintains department daily and monthly reports
Works 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
Performs other duties as assigned