Service Coordinator

Hitachi

1d•Onsite

About The Position

This position is responsible for all incoming phone calls and emails from end users, technicians and other company personnel relating to requests for service. Key functions will include reviewing, reconciling, processing, and closing out field service and shop operations jobs / projects. Further, will support scheduling projects and service technician assignments. Goal is to facilitate the closing jobs through collection of required information from service technicians or elsewhere, to ensure invoicing is completed in an expeditious and timely manner. This is a dynamic position as responsibilities may be added or removed as necessary Communication with all departments within the HAC will occur on a regular basis. The depts include Parts, sales and will be expected to assist in covering for other team members when the need arises

Requirements

High School Diploma or equivalent (Related industry experience may be considered in lieu of education requirements)
Minimum of 3 years’ experience with administration functions
Proficiency in Microsoft products
Process driven – assertive
Self-starting
Analytical thinking
Demonstrated ability to solve problems with customer satisfaction as a focus
Excellent communication skills both verbal and written
Ability to multitask – manage multiple projects
Goal-oriented
Customer-focused
Drive to succeed
Team player

Nice To Haves

Associate degree a plus
Field Service Experience on Sullair products a plus
Familiar with SAP ERP & Salesforce CRM a plus

Responsibilities

Responsible for answering incoming calls to the service department.
Handle internal and external customer inquiries as they pertain to specific work orders, jobs, projects
Prepare service quotes based on internal and external customer needs
Scheduling Service Technicians for service jobs and projects with a goal to achieve 85% billable rate or higher.
Scheduling service visits to ensure we meet our PM Agreement commitments.
Coordination of the calls with the customers verbally and through email on a continuous basis to ensure we are meeting the customer’s expectations, and they remain informed as projects and service jobs progress
Responsible for closing field service and shop jobs / projects:
Capturing ALL required information (service labor hours, parts consumed, costing) for each service / shop job
Reconciling work orders against actual costs
Submitting completed work orders to accounting for processing of invoices
Assist scheduling field and shop technicians to specific jobs or projects
Input work order data into ERP system
Track assigned projects – ensure completed timecards, work orders are submitted from technicians in a timely manner
Work with Parts Coordinators to determine costing and availability of outsourced parts in order to quote and schedule work
All other duties as required to support superior customer satisfaction