Service Coordinator Manager

Cox Enterprises • Houston, TX

7d • $67,100 - $100,700 • Onsite

About The Position

Cox Fleet is currently hiring a Service Coordinator Manager to dispatch and schedule preventative maintenance (“PM”), repairs and services discovered during inspections - a ‘Customer Experience Leader’ with the responsibility to ensure that the overall customer experience is ‘best in class’. This is to be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. A Service Coordinator Supervisor will demonstrate active listening skills to ensure that the customer’s needs are met, and exceeding customer and company set expectations. If you are looking for a new place to call home, we would love to talk to you!

Requirements

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years’ experience; a Ph.D. and 1 year experience in a related field; or 10 years’ experience in a related field
• 1+ year of experience in management or lead role
• Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization
• Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
• Excellent organizational skills and the ability to balance a variety of tasks
• Strong Excel and data entry skills, and the ability to learn new platforms (such as IT Systems, including Web Wrench, MobileFrame, RO Writer)
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful
• Ability to work independently and collaboratively within a team environment
• Excellent problem-solving skills
• Must hold a valid driver’s license
• Highly organized with exceptional follow-through abilities
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Responsibilities

• Managing Preventative Maintenance, Scheduled Repairs and Unscheduled/Emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Managing a team of 6–8 technicians across multiple markets in the United States and Canada.
• Sales and account management responsibilities, including maintaining client relationships and identifying growth opportunities.
• Preventive maintenance (PM) tracking, reporting, and compliance for the client.
• Supporting technician development, coaching, and performance improvement.
• Parts procurement, estimate generation, obtaining approvals, and ensuring proper parts markup in accordance with company standards.
• Following all client SOPs and operational requirements.
• Participating in and leading bi-weekly progress meetings with corporate leadership and local branch teams
• Timely and accurate documentation and notation in all systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls.
• Be professional and establish positive customer rapport, encouraging repeat business
• Obtain customers approval for all repairs and services to be performed
• Coordinating towing of customer units when necessary
• Scheduling repairs and maintenance with resources as a first priority
• Scheduling outside vendors only when technicians are not available, which will only occur when the customer unit is in a location that is not serviced by or the does not have availability to provide timely service to the customer
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Benefits

• flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
• seven paid holidays throughout the calendar year
• up to 160 hours of paid wellness annually for their own wellness or that of family members
• additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager