Parts & Service Specialist

Weisiger Group•Macon, GA

23h•Onsite

About The Position

The Parts & Service Specialist is responsible for specific daily administrative service functions in support of team operations, while maintaining a high level of customer satisfaction. This role involves managing service technician calendars, dispatching, monitoring parts, and ensuring customer satisfaction through proactive communication and efficient problem-solving. The position also administers the service process from work order creation to invoicing and manages parts inventory.

Requirements

High school degree (or equivalent).
Ability to maximize use of CRM and field service management system.
Strong customer service and follow-up skills.
Strong communication skills (internal and external communications, conflict resolution, ability to discuss technical situations with customers and technicians).
Experience delivering on responsibilities and commitments while working in a fast-paced environment.
Proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint).
Experience with scheduling and time management software/programs.
Experience with Windows based programs.
Ability to multitask and prioritize responsibilities.

Nice To Haves

Associate’s degree from a two-year college highly preferred.
Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
Prior experience in a service-oriented environment and use of a service scheduling software highly preferred.
Preferred experience with SalesForce and/or ServiceMax.

Responsibilities

Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization, including dispatching technicians to customer locations.
Responsible for WIP and dispatch of assigned technicians.
Keep service manager informed of completion status.
Monitor back ordered parts to ensure technicians are aware when parts are received.
Ensure dispatched service technicians have the necessary training, parts, and certifications.
Maintain regular communication with service technicians throughout the day.
Proactively contact customers to keep them informed on the service to their equipment.
Field customer calls, gather necessary information, and provide excellent customer service, including follow-up communications.
Monitor real-time work in process and review with the service manager weekly.
Maintain appropriate records, files, and documentation.
Overcome objections and handle difficult conversations internally and externally, keeping the service manager informed.
Review service dashboard reports and assist service management in improving key customer and business performance metrics.
Administer the service process from work order creation through invoice creation, working with assigned technicians.
Email account manager, technician, & Service with customer approved quote attached.
Enter quote data in Quote Log database.
Monitor quote database for late quotes (3 days) and action appropriately.
Send "Open" quotes to customers as reminders for uncompleted jobs.
Monitor quote database for expired quotes (30 days).
Review quoting metrics with account managers and service/operation managers.
Run reports and update Finalized Billed Amount in the database.
Meet with Account Managers to discuss missed quotes and reasons.
Create and submit quotes for customer jobs as they come in.
Perform other duties as assigned.
Receive, sort, and stock parts deliveries.
Monitor and maintain parts inventory levels.
Track and report parts estimated time of arrivals to technicians, managers, and customers.