Service Coordinator
Job Description & Responsibilities
Position Summary:
Reporting to the Global Service Director, with an adjoined line to the Regional Service Manager, this position is responsible for overseeing and managing service operations to ensure efficiency, customer satisfaction, and alignment with business objectives. This role involves coordinating service appointments, communicating with clients, dispatching technicians or service teams, and maintaining accurate documentation of service requests.
Job Duties (not limited to):
1. Process quote requests from customers, field sales, inside sales, and plant personnel professionally.
2. Resolve customer requests related to order adjustments, billing, replacement parts, product information, and field service.
3. Prepare order entries for new purchase orders and release orders.
4. Maintain files: open orders, closed orders, correspondence, quotations, service activity, and service calendar.
5. Maintain the field service schedule and assign technicians to support service jobs.
6. Forecast upcoming service jobs and collaborate with management on monthly forecasts.
7. Coordinate with customers and sales teams to schedule services once materials have shipped and arrived.
8. Handle emergency requests for technician information and parts on job sites.
9. Prepare and send service packets and drawings for upcoming jobs.
10. Collect technician reports, expense reports, and timesheets upon job completion for invoicing.
11. Enter Material Return Authorizations (MRAs) as required.
12. Respond to tickets promptly and issue tickets for open issues and expedited requests.
13. Send drawing requests needed by technicians on-site.
14. Coordinate Certificate of Insurance requests with our insurance broker.
15. Process service orders through ERP/JDE system, including Web approvals.
16. Update weekly field service backlog reports and participate in management meetings.
17. Attend weekly open issues meetings and update assigned issues.
18. Update monthly field service charts to track calls and technician days.
19. Support and monitor the adherence to ETS’ Code of Conduct within sales channels and with customers.
Required Qualifications:
Two-year degree in business administration, communications, or a related field is preferred but not mandatory; equivalent work experience may suffice.
At least 3 years of experience in a similar role.
Proficiency in service management software, scheduling tools, Microsoft Office Suite, and familiarity with CRM systems and analytical tools.
Competencies & Behavior Attributes:
* Strategic business perspective and customer focus.
* Integrity, courage, and honest communication.
* Trust development, collaboration, teamwork, and listening skills.
* Effective communication, influence, results orientation, and organizational skills.
* Attention to detail, prioritization, planning, and business acumen.
* Exceptional interpersonal, communication, and presentation skills.
Other Requirements:
Expected travel time.
#J-18808-Ljbffr