Service Coordinator

Laborde Products•Paducah, KY

5h•Onsite

About The Position

With over 25 years of dedicated service, Laborde Products stands at the forefront of marine engine distribution, committed to delivering excellence across the Southeast, up through the Great Lakes, and along the East Coast. Headquartered in Covington, LA and with branches in Deer Park, TX and Paducah, KY, we are your trusted partner in marine propulsion, featuring top brands like Mitsubishi, Steyr Motors, Yanmar and Scania Marine. We are currently seeking a Service Coordinator to join our growing team in Paducah, KY. The Service Coordinator promotes customer experience through the coordination of the daily operations of our Service Department while developing relationships with Laborde Product’s customers and works closely with the Service Manager to ensure overall customer satisfaction. In this role, you will: Coordinate service requests from customers and create quotes and work orders. Manage daily scheduling of service personnel. Communicate with technicians and customers to keep all parties informed of scheduling issues, answer questions, respond to requests, and identify and implement solutions. Monitor how technicians are progressing through service jobs and make adjustments as necessary. Advise technicians on proper actions regarding customer, parts availability, or any problems that could impact the service request. Process payroll for the branch’s service team. Coordinate with technicians and Parts Team to ensure parts needed for the repair are available. Resolve customer issues by identifying and explaining the best solution, take the appropriate action and follow up to ensure customer satisfaction. Manage work in progress, service record keeping, CRM management, and departmental KPI’s. Handles administrative duties of invoicing work orders including allocation of labor, service charges, 3rd party expenses, and review of technician write ups. May perform other duties as required by business needs.

Requirements

High school diploma or equivalent; bachelor’s degree preferred.
Experience working in the diesel engine, heavy equipment, or automotive industry preferred.
Experience in a parts department or familiarity with parts preferred.
Mechanical background preferred.
Valid driver’s license with a clean driving record.
High energy with a positive attitude and strong work ethic.
Willing to face complex issues head on and work through challenges to build a stronger organization.
Excellent organizational and leadership skills.
Well-developed interpersonal skills.
Ability to work well individually and as part of a team with diverse personalities.
Tactful and mature.
Excellent communication skills.
Strong customer service mentality.
Ability to act with flexibility and react quickly to changing priorities.

Responsibilities

Coordinate service requests from customers and create quotes and work orders.
Manage daily scheduling of service personnel.
Communicate with technicians and customers to keep all parties informed of scheduling issues, answer questions, respond to requests, and identify and implement solutions.
Monitor how technicians are progressing through service jobs and make adjustments as necessary.
Advise technicians on proper actions regarding customer, parts availability, or any problems that could impact the service request.
Process payroll for the branch’s service team.
Coordinate with technicians and Parts Team to ensure parts needed for the repair are available.
Resolve customer issues by identifying and explaining the best solution, take the appropriate action and follow up to ensure customer satisfaction.
Manage work in progress, service record keeping, CRM management, and departmental KPI’s.
Handles administrative duties of invoicing work orders including allocation of labor, service charges, 3rd party expenses, and review of technician write ups.
May perform other duties as required by business needs.