Service Coordinator

Cross Technologies Inc.•Knoxville, TN

12d

About The Position

The Service Coordinator is an office-based position focused on communication, customer service, multitasking, and organization. Working closely with the Service Manager, technicians, and customers, the coordinator schedules installations, prepares service quotes, and communicates service and product requirements to internal and external customers. The role calls for a sense of urgency, attention to detail, strong organizational skills, and a strong work ethic.

Requirements

Computer competency with standard software packages, including MS Word, Excel, and Outlook.
Ability to multitask, work with a sense of urgency, and demonstrate strong organizational skills, attention to detail, and a strong work ethic.
Ability to meet the physical demands of the position: walk, talk, hear, sit, stand, and use hands repetitively; stoop and bend below knee level 1–2 times an hour; repeatedly lift and carry 10 pounds; occasionally lift and carry more than 25 but less than 50 pounds; occasionally push or pull objects over 25 pounds; reach outward and overhead.

Nice To Haves

Associate degree preferred.
Dispatcher experience preferred.

Responsibilities

Maintains clear, ongoing communication with customers and fellow associates.
Checks in and checks out items coming into and leaving the site, and helps ensure timely turnaround of in-lab items, out-to-vendor items, interoffice transfers, and repairs.
Oversees shipping and receiving of all service equipment.
Sets up new prospects in NetSuite, sends required forms, and files or forwards paperwork to corporate. Ensures customer records in NetSuite include service level, calibration intervals, data requirements, and contact information.
Maintains customer records and files in accordance with corporate quality requirements.
Enters and processes parts orders on the day they are received.
Completes in-shop repairs according to established guidelines, including check-in, repair, calibration, and shipping, where qualified to do so.
Processes paperwork received from the Service Manager and invoices work the same day; prepares spreadsheets required by some larger PMD customers.
Runs the monthly recall report and works with the Service Manager to contact customers and bring work into the lab; mails recalls and makes phone calls as needed.
Answers service calls for the territory and routes them to the appropriate person.
Manages third-party calibration.
Ensures purchase orders are received for work to be performed.
Sets up new customers for certification access through myjaking.com.
Issues purchase orders and creates work orders for out-to-vendor items that need to be shipped.
Complies with the One Quality System’s standard operating procedures, work instructions, and process instructions.
Maintains good attendance and a productive work ethic.