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Service Coordinator

Guardiar USA Englewood, NJ
  • Expired: 12 days ago. Applications are no longer accepted.

FUNCTION: Service Coordinator

REPORT TO: Service Manager

DEPARTMENT: Service and Maintenance

The Service Coordinator is accountable for comprehensive and effective service call execution by the service technicians including service call timeliness, effective customer communication and proper service call documentation. Additionally, the Service Coordinator is responsible for all follow-on aspects including billing, warranty validation and replacement parts ordering.

Essential Responsibilities:

  • Record and Schedule all Service Calls
  • Document all incoming requests for equipment service via a service ticket and technical support from customers
  • Update service call schedule with new requests and remove completed requests
  • Communicate expected service call lead time to customers
  • Schedule follow up for technical support requests and execute as required
  • Schedule engineering assistance for technical support as required and coordinate with customer
  • Dispatch Service Technicians
  • Provide daily scheduling to all Service Technicians
  • Periodically audit daily progress of Service Technicians
  • Update Service Call Schedule as calls are executed and completed
  • Update Service Call Schedule to indicate when follow up is required
  • Service Call Follow up Coordination
  • Ensure Service Call Schedule always indicates when follow up is required for a Service Call
  • Validate follow up requirements are properly indicated on Service Tickets
  • Ensure supporting follow up paperwork is completed by Service Technicians such as parts request or additionally support requirements on next visit
  • Schedule secondary visit with customer and ensure follow up is executed to Service Call completion
  • Parts Requests and Inventory Management
  • Ensure completed Parts Requests are fulfilled in a timely manner in conjunction with secondary Service Call
  • Ensure any parts replaced under warranty are forwarded to Engineering for disposition, if required
  • Use parts replacement history to maintain replacement parts inventories that reduce part acquisition lead time to customers
  • Coordinate replacement part inventory requirements with Purchasing
  • Initial Billing Execution
  • Draft initial billing invoices based upon Service Call execution and replacement parts
  • Review all invoicing with Service Manager and coordinate invoice delivery
  • Maintain monthly billing total for Service Manager and Accounting reporting

Key performance parameters

  • Ensure effective Service Call execution with minimal rework
  • Maintain replacement part inventory that keeps replacement part lead time to less than 2 days >90% of the time
  • Provide periodic feedback to Service Manager on Service Technician performance and training requirements

Required Knowledge, Skills, and Abilities:

· Must have a minimum of 3 years coordinating Service Calls and maintaining parts inventories

· Must have excellent interpersonal/customer service skills

· Must have excellent verbal and written skills and demonstrate said skills in the use of standard office tools such as Microsoft Word, Excel, and Outlook

Education/Experience:

· 2/4-year Technical Degree or Experiential Equivalent

· Minimum 3 years supervising field service organization for mechanical or electrical products

· Previous hands on technical experience preferred

· Electrical Training must include PLCs and/or VFDs