Service Coordinator

Western States Equipment•Pocatello, ID

12d•Onsite

About The Position

The Service Coordinator functions as the primary point of contact for customers seeking service and qualifying repair needs. This role involves close collaboration with the Service Pricing Group to gather information for accurate quotes or repair estimates and to obtain necessary approvals. The Service Coordinator also works with Product Support Sales Representatives (PSSRs) and other sales representatives to coordinate post-repair customer follow-up and service opportunities within assigned areas. Additionally, they manage marketing campaigns with PSSRs to drive business, perform all necessary work functions in Microsoft A/X for service calls, and evaluate warranty, policy, and service update issues. This role is a team member responsible for the scheduling and productivity of technicians, managing service call elements, and ensuring customer satisfaction through proactive communication regarding up-sell items, discounts, and invoice adjustments. The Service Coordinator collaborates with Service leaders on internal policy decisions and ensures policy expenses are allocated correctly. They are responsible for meeting break-even goals for goodwill and warranty decisions and will be measured by invoicing service calls according to the "work in process" (WIP) turns metric. Adherence to all customer care standards, safety policies, and corporate vision, mission, and values is expected.

Requirements

Proof of high school diploma or General Education Degree (GED).
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English).

Nice To Haves

Two years comparable office experience to include budgeting and fiscal responsibility preferred.
One year previous support experience or customer service in heavy equipment and/or diesel truck repair preferred.
Two years customer service or sales experience preferred.

Responsibilities

Functions as primary point of contact for customers seeking service and qualifying repair needs.
Works closely with Product Support Sales Representatives (PSSRs) and other department’s sales representatives to coordinate post-repair customer follow up and service opportunities.
Manages marketing campaigns in partnership with PSSRs that are designed to drive business into their assigned areas.
Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.
Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
Functions as a team member with Lead Technician, Service Foreman sharing responsibility for the scheduling and productivity of the technicians completing the repair.
Adds, deletes or otherwise manages different elements of a service call during repair process to include segments, charge codes, job notes, etc.
Contacts the customer after input from the Technician with any up-sell items, discounts, and credits or re-issue of invoices as need, to ensure customer satisfaction.
Collaborates with Service leaders in making internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
Will be measured by and held accountable for invoicing service calls according to “work in process” (WIP) turns metric.
Adheres to all customer care standards.
Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promote corporate vision, mission, and values of the organization.
Performs other duties as assigned.