Service Coordinator II

Generac Power Systems•Sussex, WI

2d•Onsite

About The Position

Energy Systems, a leader in industrial power solution sales, service, and rentals, is seeking a Service Coordinator II to support the daily operations of its Service Department. This role is crucial for managing administrative and scheduling functions, ensuring efficient job coordination, and maintaining organized records. The Service Coordinator II will act as a key liaison between customers, technicians, and other departments, contributing to the company's tradition of excellent products and outstanding service. The position reports directly to the Branch Manager.

Requirements

High School Diploma or G.E.D.
Two to four years of administrative experience in a service-related business.
Two to four years of scheduling field technicians and/or customer service.
Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).
General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.
Incorporate time management skills by prioritizing work assignments.
Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.
Must be able to handle high-pressure situations.
Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Nice To Haves

Associate or bachelor's degree in related field.
4 years of administrative experience in a service-related business.
4 years of scheduling field technicians and/or customer service.
Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).
Proficiency in schematic and service documentation.

Responsibilities

Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.
Proactively schedule preventative maintenance and repair services, confirming details with customers.
Create, audit, and update new customers in the system and maintain customer location accounts.
Manage equipment transfers between accounts, ensuring proper documentation and system updates.
Partner with the credit department to resolve account status issues and maintain smooth service operations, escalating issues as needed.
Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing, escalating issues as needed.
Process new entry-level to mid-level contracts and renewals in the electronic management system for related services.
Participate in department meetings with the service operations team to align priorities and resolve challenges.
Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.
Participate in a rotating on-call team to respond to emergency service requests, as required by location.
Work under general direction; manage own workload and cross-train Service Coordinator I team members, fostering skill development and knowledge sharing.