Service Coordinator - Pennsauken

C&C Lift Truck Inc • Edison, NJ

6h

About The Position

C&C Lift Truck is seeking a Service Coordinator to act as the liaison between the company and its customers, providing day-to-day customer service and support. The role supports customer accounts and technicians by assigning jobs, coordinating daily schedules and work activities, and maintaining positive customer communication and satisfaction. The coordinator also oversees service workflows, work orders, billing details, technician time records, and preventive maintenance scheduling.

Requirements

• High school diploma or equivalent.
• Geographic understanding of New York, New Jersey, and Pennsylvania.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to work independently, prioritize demands effectively, and execute tasks.
• Strong written and verbal communication skills, including the ability to communicate clearly and concisely with internal and external customers.
• Excellent customer service skills.
• Keen attention to detail.
• Ability to sit stationary for several hours at a time.
• Reliability and punctuality in reporting for scheduled work.
• Valid driver’s license.

Nice To Haves

• Proven experience as a dispatcher.

Responsibilities

• Oversee small parts inventory operations.
• Handle incoming service calls by phone and email.
• Provide customers with real-time updates on expected service dates, return ETAs, and changes when scheduled technicians cannot perform service at a customer site.
• Anticipate customer needs and potential issues, and resolve complaints promptly.
• Manage assigned technicians and coordinate schedules according to customer needs and technician capabilities.
• Open technician work orders promptly and set technician schedules by 3 p.m. daily, informing scheduled customers.
• Code work orders with the correct unit ID, make, model, and serial numbers.
• Follow special billing procedures for major accounts, including verifying purchase orders, customer portal acceptance, and approved amounts.
• Monitor job progress and ensure field technicians begin diagnosing problems within two hours of arriving at customer locations; recommend technical communicator assistance for complex troubleshooting.
• Work with technicians to resolve problems and complete assigned jobs.
• Communicate regularly with account managers to address ongoing customer account issues.
• Coordinate with the Parts Department to obtain correct parts and pricing and assign appropriate labor time to repairs.
• Schedule monthly preventive maintenance to meet completion-rate goals.
• Monitor technician time cards and maintain accurate records for customer invoicing; adjust time cards in Tinnacity daily to correct and minimize unbilled or standby time.
• Review and submit technician payroll information to the front office.
• Ensure technicians follow work-order procedures, record time and parts accurately, complete PM checklists, obtain customer signatures, close out each day, and complete jobs.
• Manage work in process so work orders are completed in a timely manner.
• Approve, code, and process jobs; verify labor and parts details; review captured parts and labor; and ensure jobs are accurately closed out in the system.
• Maintain professionalism on the job.
• Schedule service vehicle repairs and preventive maintenance with technicians.
• Promote and sell service products to customers to generate revenue.
• Prepare verbal and written quotes for repairs.
• Review completed jobs and edit descriptions, hours, and other details.
• Bill work orders.
• Perform other similar duties as required.

Benefits

• Eligibility for overtime with management approval for non-exempt positions.
• Paid holidays after six months of employment.
• One week of PTO after one year of employment, with subsequent PTO according to the employee handbook.
• Earned sick leave of up to 40 hours per year, as outlined in the employee handbook.
• Optional medical and dental benefits.
• Optional 401(k) plan with quarterly-based enrollment.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED