Parts & Service Specialist

LiftOne•Macon, GA

7d•Onsite

About The Position

LiftOne is a family-owned company, under its fourth generation of leadership, built on principles of trust, integrity, and a desire to help customers and employees succeed. They invest in people, facilities, and innovative technology to support the country's supply chain and deliver critical goods. As a privately held company, LiftOne combines scale with a strong culture and values, aiming to be a trailblazing and lasting organization. They seek hard-working, team-oriented professionals who enjoy new challenges daily, believing employees are key to success and committed to providing growth opportunities. 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.

Requirements

High school degree (or equivalent)
Ability to perform each essential duty satisfactorily
Ability to maximize use of CRM and field service management system
Strong customer service and follow-up skills
Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians
Experience delivering on responsibilities and commitments while working in a fast-paced environment
Microsoft Office (Word, Excel, Outlook and PowerPoint)
Scheduling and Time Management software/programs
Experience with Windows based programs

Nice To Haves

Associate’s degree from a two-year college
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. This will include dispatching technicians to customer locations.
Responsible for WIP (Work In Progress) and dispatch of assigned technicians.
Keep service manager informed of completion status.
Monitor back ordered parts to ensure the technicians are aware when the parts are received.
Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
Maintain regular communication with the service technicians throughout the day.
Proactively contact customers to keep them informed on the service to their equipment.
Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow-up communications and honoring our commitments.
Monitor real time work in process and review with service manager on a weekly basis.
Maintains appropriate records, files, documentation, etc.
Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
High ability to multitask and prioritize responsibilities.
Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
Email account manager, technician, & Service with customer approved quote attached.
Enter quote data in Quote Log database.
Monitor quote database to see if any quotes are 3 days late. Action appropriately.
Send "Open" quotes out to customers as a reminder of jobs that have not been completed.
Monitor quote database to see if any quotes are expired (30 days).
Review quoting metrics with account managers and service/operation managers.
Run report and update Finalized Billed Amount in database.
Meeting with Account Managers to discuss where we missed quotes and why we missed them.
Create and submit quotes for customer jobs as jobs come in.
Other duties as assigned.
Receiving, sorting and stocking parts deliveries.
Monitor and maintain parts inventory levels.
Tracking and reporting parts estimated time of arrivals to technicians, managers and customers.