Service Coordinator

Block Imaging Parts & Service LLC•Delhi Charter Township, MI

21d

About The Position

The Service Coordinator is an integral part of supporting the service function of Block Imaging Parts and Service. This role is responsible for ensuring customer satisfaction by coordinating repairs for clients under service plans, supporting equipment uptime, and maintaining strong customer relationships. Additionally, the Service Coordinator ensures the accuracy and completeness of all service-related documentation.

Requirements

Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner
Desire to solve problems using initiative and critical thinking skills
Capable of building positive working relationships with team members, customers and vendors
Ability to be flexible and resolve situations with confidence and mature leadership
Solution-oriented professional who treats others with dignity and respect
Team player who will foster communication among teams and share success
Experience in delivering and demanding a high level of customer service
Basic ability in Microsoft Office (Excel, Word, Outlook & PowerPoint) keyboarding, and internet research
Sales Skills: Ability to persuasively sell products, services, and ideas
Personal Skills: Ability to be assertive and make decisions
Computer Skills: Experience with Excel, Word, Outlook, keyboarding, and the internet.
Organizational: Ability to organize and file both paper and electronic documents
Communication Skills: interpersonal, negotiation, telephone, writing, and listening
Analytical skills with the ability to evaluate need, identify options, and negotiate price
Ability to work independently and make business related decisions
Problem Solving
Maintaining confidentiality
Ability to maintain quality work under pressure situations and/or deadlines
Exhibit the Block Core Values of Growth, Integrity, Together, and Honor. Make choices that contribute to the development and reinforcement of the core values.
Education: Bachelor’s degree or equivalent experience required.
Experience: Preferably 1-3 years’ experience in a customer service setting

Nice To Haves

Preferred fields of study include Supply Chain, Project Management, Business Administration, or related areas.

Responsibilities

Receive and manage incoming service calls from clients
Schedule service engineers for equipment repairs and preventative maintenance visits
Negotiate repair costs with service engineers
Order parts required for service and repairs
Coordinate the return of unused or defective parts
Monitor and manage costs associated with service contracts
Close out completed service requests in the system
Process purchase orders for service-related activities
Review and approve vendor invoices for accuracy and completeness
Upload Field Service Reports (FSRs) and extract relevant notes into internal systems
Setup serial numbers and site IDs as needed
Monitor equipment under program to confirm functionality
Schedule Preventative Maintenance visits accordingly
Prepare quotes and process billing for service work that is not covered under the full-service contract
Work with vendors on ensuring good working relationships
Develop creative solutions to resolve problems
Denying service when appropriate and offer other solutions when appropriate
Track service records and invoices from service engineers
Develop relationships with Independent Service Engineers
Initiates follow up calls to ensure customer satisfaction
Pursue established goals for program profitability
Working respectfully, cooperatively, and professionally with others in the best interest of the company
Ordering and negotiating price for service parts
Perform additional duties as assigned