Service Coordinator

Cross Technologies•Knoxville, TN

11d

About The Position

The Service Coordinator is a critically important office role combining communication, customer service, multitasking, and organizational skills to support customers and the business. The coordinator works closely with the Service Manager, technicians, and customers to schedule installations, prepare service quotes, and communicate service and product requirements to internal and external customers. The role requires the ability to multitask, work with urgency, pay close attention to detail, and maintain a strong work ethic.

Requirements

Computer competency with standard software packages, including Microsoft Word, Excel, and Outlook.
Ability to multitask, work with a sense of urgency, and maintain strong organizational skills.
Attention to detail and a strong work ethic.
Ability to walk, talk, hear, sit, stand, and use hands repetitively.
Ability to stoop and bend below knee level 1–2 times per hour.
Ability to lift and carry 10 pounds repetitively.
Ability to occasionally lift and carry less than 50 pounds but greater than 25 pounds.
Ability to occasionally push or pull objects greater than 25 pounds.
Ability to reach outward and overhead.

Nice To Haves

Associate degree preferred.
Dispatcher experience preferred.

Responsibilities

Maintain clear, ongoing communication with customers and fellow associates.
Check in and check out all items entering and leaving the site each day.
Help ensure timely turnaround for in-lab items, out-to-vendor items, interoffice transfers, and repairs.
Oversee shipping and receiving of Service equipment.
Set up new prospects in NetSuite, send required forms such as credit applications, service-level forms, and tax ID forms, and file or forward paperwork to corporate as required.
Ensure customer information and notes in NetSuite include service level, calibration intervals, data requirements, and customer contact information.
Maintain customer records and files in accordance with corporate quality requirements.
Enter and process parts orders on the day they are received.
Complete in-shop repairs, including check-in, repair, calibration, and shipping, where skill set allows and according to established guidelines.
Process Service Manager paperwork and invoice work on the same day; prepare spreadsheets required by some larger PMD customers.
Generate the monthly recall list and work with the Service Manager to contact each customer and bring work into the lab; mail recalls and make phone calls as needed.
Answer service calls for the assigned territory and route them to the appropriate person.
Manage third-party calibration and ensure purchase orders are received for work to be performed.
Set up new customers for certification access through myjaking.com.
Issue purchase orders and create work orders for out-to-vendor items that need to be shipped.
Maintain compliance with the One Quality System’s standard operating procedures, work instructions, and process instructions.
Maintain good attendance and a productive work ethic.