Laurel Ag & Water is looking for a self-motivated, exceptional Service Coordinator. As a key member of the construction team, the Service Coordinator will work closely with the pump and service managers to provide all administrative and other support to the pump and service teams for all regions. Laurel is looking for strong Service Coordinator where they will provide expertise in administrative support functions as well having strong communication skills to our Customers and Team. This role will report to the Service Manager.
This person will be passionate about understanding our customer’s needs and creating solutions that maximize field performance at Laurel. The Service Coordinator is expected to be a team player that lives Laurel’s cultural values, sets an example for others, and constantly enhances the culture. They should also have strong communication skills to inspire others in their role as a team builder and peer.
WHAT YOU WILL DO
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Creation of Service Calls
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Collect all relevant data from both Customers and Laurel Team Members via all communication methods (phone, voice mail, teams, email, text etc.). Relevant data includes but is not limited too:
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Customer Name
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Caller Name
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Caller Phone Number
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Site Contact
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Site Contact Phone Number
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Ranch Location and Address
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Repair Location on Ranch
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All Relevant Details to Service Requested
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Obtain pictures, maps, and other relevant data related to the location and equipment and save to box
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Once received, enter all of the relevant data into the Service Call Project Form Immediately
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Triage the level of the service request to set priority and communicate appropriately
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Create historical records and construction project data. Save relevant files, designs, forms etc. to Box Drive
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Review report of Service Calls. Follow up on these service calls to ensure they meet the standard standards above. Complete the process as necessary for these Service Calls.
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Ensure Service Call Project is Sync’d with NOVAtime for accurate time keeping
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Assist Pump and Service Technicians with Collection of Required Information and Documentation
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Ensure Technicians have Relevant Forms for Service Calls
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Review Filled out Forms for Completeness
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Attach Documentation to Service Call and/or Box File
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Communicate regularly with Technicians and ensure they have everything they need to be successful. Bring any issues to the attention of the service manager as they arrive.
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Communicate effectively with the Service Manager.
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Monitor and Complete Documentation within Service Call
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Update Service Call Notes based off of Communication from Techs
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Create and Follow UP on Estimates and Sales Orders as requested
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Ensure Sales Orders are Fulfilled
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Follow up on Open PO’s linked to a Sales Order to ensure ETA’s line up with schedule and priority
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Scan and Upload PFIR, Pump Efficiency Test Results and Other Relevant Documents
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Work Collaboratively with Service Managers to learn and understand technicians’ schedules. Review NOVAtime Daily to Ensure Accurate Service Techs are Accurately Tracking Time
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Assist and Complete Vendor Warranty Process
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Perform initial research on relevant equipment documentation including but not limited to the following:
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Original Project Number
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Vendor and Date of PO
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Date of Installation
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Serial Number
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Relevant usage (hours run, mileage etc. as appropriate)
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Own process for shipping and vendor receiving warranties
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Ensure shipping and receiving documentation is obtained and attached to Box
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Ensure all relevant Vendor Communication is attached to Project and/or Box
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Assist/Lead Weekly Service Call Meeting with Team
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Review all Open Service Calls
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Follow up on any outstanding PO’s, Request for Quote, prior week notes and missing information
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Add notes from meeting to Service Call Dashboard
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Adjust Status of Service Calls as Necessary
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Follow Up Communication
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Contact and communicate with customers to ensure they are informed
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Contact and communicate with Pump and Service Team to ensure they are informed
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Communicate with warehouse, purchasing, and other departments to ensure smooth service calls for customers
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Complete Prep to Bill Process and Finalize Billing for Service Manager Review
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Update and Finalize Service Call Notes
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Ensure PO’s are Received and Sales Orders are Fulfilled
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Monitor Bills Ready to Review and Ensure the timeframe from Prep to Bill to Final Bill Complete is 20 days or less.
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Other duties as assigned – will require being team player and helping out in other areas as requested. Could include but are not limited to helping with team building planning.
WHAT YOU WILL NEED
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Proven ability to work and communicate in a team environment
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Proven ability to set build trust throughout the organization and with customers
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Willingness to jump in and help where needed
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Proficient Microsoft Office (including Excel, Word and Outlook)
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Willingness to learn our computer system
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Ability to read, write and speak Spanish (Bilingual)
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High level of organization
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Exceptional problem-solving skills
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Ability to effectively communicate with the service team & pump management
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Detail oriented & capable of understanding project details
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Dependable and Ability to work independently
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Experienced with equipment required for ag irrigation pumps & electrical construction
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Listen to team, troubleshoot and able to come to desirable solutions
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Capable of making decisions under pressure
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Professional but personable phone etiquette
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Responsiveness and sense of urgency, great follow through
