Service Coordinator - Shop Service

Cogent•Golden, CO

20d•Onsite

About The Position

Cogent is seeking a Service Coordinator for its Golden, Colorado facility, supporting the Shop Service Team. The role coordinates service orders from planning through completion, ensuring technicians have the information, parts, equipment, and tools needed to complete jobs. The coordinator works with the Shop Service Manager, Service Manager, sales team, vendors, subcontractors, customers, and technicians to schedule work, monitor quality, communicate job status, and manage changes, warranties, and returns. The position uses Salesforce and requires participation in required on-site and virtual training, which may involve infrequent travel. Cogent describes itself as an employee-owned company serving industrial, municipal, commercial building trades, and oil and gas markets through its family of brands.

Requirements

Associate’s degree or vocational degree in mechanics, industrial engineering, or construction management, or equivalent experience.
Previous experience in a customer service, order coordination, or scheduling position.
High attention to detail and accuracy.
Ability to work independently and collaboratively in a team-oriented environment.
Ability to elicit cooperation and defuse tension in a customer service environment when necessary.
Ability to prioritize and execute tasks in a high-pressure environment.
Ability to adapt to shifting priorities, demands, and timelines using analytical and problem-solving capabilities.
Excellent verbal and written communication skills.
Excellent customer service, interpersonal, and phone etiquette skills.
Proficiency with MS Office, including Word and Excel, Gmail, Google Drive, and Salesforce.
Ability to lift up to 50 pounds.
Ability to operate forklifts.

Responsibilities

Create work orders for shop technicians to perform work on equipment.
Acquire documents technicians need to perform jobs effectively, such as parts lists and exploded diagrams.
Review technician inspections and prepare inspection reports for customer review.
Obtain vendor and subcontractor pricing to prepare comprehensive repair or replacement pricing for customers.
Procure all parts, equipment, and tools needed for each job.
Track purchase orders and forecast parts arrival dates.
Work with the Shop Service Manager to schedule jobs.
Assist the Service Manager with change orders and modifications to the work scope.
Update customers and the sales team about job status using appropriate communication methods.
Use Salesforce daily to manage Shop Service-related requests.
Attend required on-site and virtual training for the position and department; infrequent travel may be required.
Coordinate support and work across the sales and service departments to manage each order effectively.
Monitor quality from project planning through order completion.
Process warranties and vendor returns in a timely manner.
Develop and maintain strong relationships with internal and external customers.
Provide excellent daily customer service.
Complete all required safety training.