Supervisor Service Coordinator

Generac Power Systems•Zeeland, MI

About The Position

We are Wolverine Power Systems, a leader in industrial power solution sales, service, and rentals. Powering Michigan since 1997, we pride ourselves on an ongoing tradition of providing excellent products and outstanding service for our customers. We are a full-service distributor of Generac equipment and solutions providing sales, service and rentals. The Supervisor Service Coordinator role is responsible for providing oversight of the Service Coordinator team. In addition to leading the Service Coordinator team, this role is responsible for creating jobs, answering incoming service calls, quoting recommended service repairs, reporting on service department jobs and completions, new contract and renewals processing, and managing overall administrative workflow between the service and parts department. This role is responsible for maintaining a positive team environment within the Service Coordinator team. This role requires a high level of customer interaction.

Requirements

Associates or Bachelors degree in related field (or equivalent experience)
1-2 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel)
General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.
Incorporate time management skills by prioritizing work assignments.
Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.
Must be able to handle high-pressure situations.
Must have strong attention to detail
Customer satisfaction and mediation strategies.
Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Nice To Haves

Bachelor’s Degree in Business; Degree in Diesel Technology or a related field
2-4 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.)
Proficiency in schematic and service documentation

Responsibilities

Ensure timely scheduling and follow-up of work to achieve maximum efficiencies and customer satisfaction based on job status and company procedures.
Monitor for consistency of task completion within the service coordinator team and coordinate with other Service Coordinator Supervisors.
Ensuring jobs/work orders are completed on time and within quoted amounts and timeframes
Invoicing completed work orders while monitoring GP goals
Receive service quotes from Operations Department and service customers according to established service quote procedures
Quoting service repair jobs and recommended repairs
Weekly Reporting of Invoicing, Receivables and Expenses of Service Department
Maintain an up-to-date knowledge of generator system technology, including competitive industries
Interact with customers on a regular basis regarding service needs, confirmation of appointments, service quotes, approval for work, and follow-up needs.
Research and reply to customer disputes.
Oversee scheduling of startups in branch service area.
Confirm availability of parts and special equipment required for successful completion of service job.
Perform Service Coordinator duties as needed, including but not limited to: Schedule all field and service maintenance and repair of industrials, residential, and portable generators according to established dispatch procedures to ensure timely and accurate schedules of work.
Support of other Service departmental roles on an as needed basis