Job Title: Service Coordinator
Work Hours: 7:30am to 4:30pm, Monday through Friday, some overtime.
Primary Job Function:
Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule and dispatch sales appointments. Monitor employee locations to guarantee On-Time arrivals. Schedule return trips with customers when parts are in. Communicate the On-Call schedule for service technicians. Maintain customer database with current information. Responsible for contacting customers regarding scheduling. Responsible for clear and concise communications with department managers, employees and customers.
Reports to: Operations Manager
Daily Duties:
- Answer phones and respond to customer requests
- Dispatch Service Technicians, one call at a time
- Respond to all messages left on voice mail, fax or email
- Schedule and coordinate all sales and service calls as received
- Call reminders for Maintenance Agreement holders and bi-annual maintenance; assist with renewing Maintenance agreements via phone
- Maintain the Dispatch Calendar, know and log whereabouts and progress of all personnel
- Maintain sales lead log by person and company wide
- Maintain on call schedule, to include sales person and technician on call, including standby technician
- Contact customers with a “Parts Pending” status, as well as scheduling for return visit once parts are received.
- Schedule any punch lists or uncompleted items.
- Scanning and Attaching documents to the customer record in our database
- Update and maintain customer records as information is received from service invoices (i.e. extended warranties, equipment info, maintenance agreement)
- Place factory parts orders for needed repairs and coordinate getting them to the appropriate technician.
- Prepare paper or online claims for all manufacture warranty repairs
- Call all service customers when technician is in route to their home or business
- Courtesy calls after service appointments
- Other duties as assigned
Performance Indicators: Key business indicators to measure the effectiveness of the Resource Coordinator:
- Technicians routes set for maximum efficiency on a consistent basis
- Less than two customer complaints per month due to scheduling errors
- Less than two return trips or lateness’s due to scheduling inefficiencies
- 100% accuracy of customer data, including history & maintenance agreements and detailed notes of all contact
Job Type: Full-time
Experience:
- Service Titan : 1 year (Preferred)
Work Location: In person
