Power Systems Service Coordinator

Western States Equipment•Pasco, WA

21h•$48,441 - $69,755•Onsite

About The Position

The Power Systems Service Coordinator works closely with the Regional PSD Manager, Power Systems Field Service Supervisor, and Product Support Sales Representatives (PSSR) to ensure the continued growth of the client base and financial performance through the alignment of systems, people, and process. This role is responsible for managing the customer repair process and is the primary contact throughout the life of the repair. This includes all correspondence and documentation related to the repair from inquiry to invoice and follow-up to ensure the highest levels of customer service possible is provided through constant communication with the Power Systems Field Service Supervisor, PSSR’s, and client.

Requirements

Knowledge and use of Microsoft computer products or other comparable systems required.
Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
Proven conflict resolution and negotiation skills.
Ability to set and manage priorities.
Must be a self-starter and able to work without supervision.
Proof of high school diploma or General Education Degree (GED).
Two years comparable office experience to include budgeting and fiscal responsibility required.
One year previous support/customer service experience diesel industry required, generator repair preferred.
Two years customer service or sales experience preferred.
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English).

Nice To Haves

generator repair preferred
Two years customer service or sales experience preferred.

Responsibilities

Functions as primary point of contact for Power System’s clients seeking service and qualifying repair needs. This includes working closely with Standard Jobs Team to collect the necessary information in accurately creating a quote, or estimate of repair, and collecting approvals required.
Works closely with Product Support Sales Representatives (PSSRs) and other department’s sales representatives (Sales Representatives and Power Systems Field Service Supervisors) to coordinate post-repair customer follow up and service opportunities in their assigned areas.
Provides information for marketing campaigns in partnership with PSSRs that are designed to drive business into their assigned areas.
Meets typical annual targets of 22% PAD (may vary year over year) for annual profitability of the team and the store.
Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.
Evaluates all Warranty, Policy, and Service update issues that may be required for the Generator/Industrial Engines under repair.
Functions as a team member with Power System’s Field Service Supervisor sharing responsibility for the scheduling and productivity of the technicians completing the repair.
Adds, deletes or otherwise manages different elements of a service call during repair process to include segments, charge codes, job notes, etc.
Contacts the client after input from the Power Systems Field Techs with any up-sell items, discounts, and credits or re-issue of invoices as need, to ensure customer satisfaction.
Collaborates with Power System’s leaders in making internal policy decisions for the Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
Will be measured by and held accountable for invoicing service calls according to “work in process” (WIP) turns metric.
Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promote corporate vision, mission, and values of the organization.
Performs other duties as assigned.