Service Coordinator - Edison

C&C Lift Truck Inc • Edison, NJ

1d

About The Position

C&C Lift Truck is seeking a Service Coordinator to serve as the liaison between the company and its customers. The role provides day-to-day customer service and support, supports customer accounts and technicians, assigns work to technicians, coordinates their daily schedules and activities, and helps maintain positive customer communication and satisfaction.

The Service Coordinator handles service requests, keeps customers informed about scheduling and service progress, coordinates technicians and parts, and oversees work orders from opening through completion and billing. The role also supports accurate timekeeping, payroll submissions, preventive maintenance scheduling, customer quotes, and service revenue generation.

Requirements

• High school diploma or equivalent.
• Geographic understanding of New York, New Jersey, and Pennsylvania.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to work independently, prioritize competing demands effectively, and execute tasks.
• Strong written and verbal communication skills, including the ability to convey information clearly and concisely to internal and external customers.
• Excellent customer service skills.
• Keen attention to detail.
• Ability to sit stationary for several hours at a time.
• Reliability and punctuality in reporting for scheduled work.
• Valid driver’s license.

Nice To Haves

• Proven experience as a dispatcher.

Responsibilities

• Handle incoming service calls by phone and email.
• Provide customers with real-time updates on expected service dates, return ETAs, and schedule changes when a technician cannot perform work at a customer site.
• Anticipate customer needs and potential issues, resolve complaints promptly, and maintain positive customer communication and satisfaction.
• Manage assigned technicians’ day-to-day service operations and coordinate schedules based on customer needs and technician capabilities.
• Open technician work orders promptly and set technician schedules by 3 p.m. daily, informing scheduled customers.
• Code work orders with the correct unit ID, make, model, and serial numbers.
• Follow major-account billing procedures, including verifying and entering purchase orders, confirming work acceptance through customer portals, and matching amounts to approved work.
• Monitor job progress, ensure technicians diagnose problems within two hours of arrival, and recommend technical communicator assistance for complex troubleshooting.
• Work with technicians to resolve problems and support completion of assigned jobs.
• Communicate regularly with account managers to resolve ongoing customer-account issues.
• Coordinate with the Parts Department to obtain correct parts and pricing and attach appropriate labor time to repairs.
• Schedule monthly preventive maintenance work to help meet completion-rate goals.
• Monitor technician time cards and maintain accurate records for customer invoicing.
• Adjust technician time cards in Tinnacity daily to correct and minimize unbilled or standby time.
• Review and submit technician payroll information to the front office.
• Ensure technicians follow work-order procedures, record time and parts accurately, complete preventive-maintenance checklists, obtain customer signatures, close out their day, and complete jobs.
• Manage work in process so work orders are completed in a timely manner.
• Approve, code, and process jobs; verify labor and parts details are complete and accurate; review captured parts and labor; and ensure jobs are accurately closed out in the system.
• Maintain professionalism on the job.
• Schedule service vehicle repairs and preventive maintenance in coordination with technicians.
• Promote and sell service products to customers to generate increased revenue.
• Prepare verbal and written quotes for repairs.
• Review completed jobs and edit descriptions, hours, and other details as needed.
• Bill work orders.
• Perform other duties of a similar nature as required.

Benefits

• Eligibility for overtime with management approval for non-exempt positions.
• Paid holidays after six months of employment.
• One week of PTO after one year of employment, with subsequent PTO according to the employee handbook.
• Earned sick leave of up to 40 hours per year, as outlined in the employee handbook.
• Optional medical and dental benefits.
• Optional 401(k) plan with quarterly-based enrollment.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED