The service coordinator is responsible for the flow of equipment parts in and out of Lawton Bros., Inc. This position works with the service manager and the technicians to ensure rapid quality repairs for external and internal customers while paying attention to parts orders and variable expenses.
Supervised By: Customer Service Manager
Education, Training, and Experience:
Multi-lingual, very proficient computer skills, High School Diploma and the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. The ability to speak and communicate effectively before groups or customers. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential factors.
Physical and/or Mental Requirements:
This position requires the ability to calculate figures and amounts such as discounts, interest, and taxes. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl.
1. Forecast daily and weekly demands for parts.
2. Place orders daily for equipment replacement parts.
3. Assist external and internal customers in ordering parts and answering technical questions.
4. Maintain inventory at an acceptable level check the accuracy of the computer with periodic cycle points.
5. Maintain accurate purchasing records for six months.
6. Purchase new equipment for stock from Lawton Bros preferred vendor.
7. Update in the computer pricing and new products timely.
8. Make sure parts are received and shipped out accurately and timely.
9. Assist the Service Coordinator and Service Leader as needed.
10.Return all phone calls that come in by 4pm by the end of each day
11.Place daily purchase order forms based on what to buy, forecasting, phone orders, etc.
12.Daily price corrections of purchase order for prices and inventory.
13. Weekly maintaining and updating prices and parts in computer system:
· Creating or changing locations
· Quantity on hand
· Creating or filling in the over stock
· Making room for new parts, getting rid of old inventory
· Creating new part numbers
· Return authorizations
14.Daily entering parts orders (invoices) for phone orders, walk ins, and credit memos.
15.Responding to customers request for order status:
16. Provide Service Manager with needed Management reports
17.Generate back order reports and call on old PO#’s. Document call in system.
18.Inventory control – monthly cycle counts.
19. Daily technical support to customers and staff:
· Helping our mobile drivers out over the phone
· Faxing schematics to customers to help locate a part
· Calling and getting info for a tech or customer
20. Assume all Service Manager’s responsibilities in that person’s absence for any reason whether it is full day or not
· Submit all warranty claims
· Follow up on all claims where parts need to be returned- return parts
· Make sure we get paid on a timely basis- go through claims monthly and call on open claims
· Notify customers when and if warranty claims were denied-determine how to bill customer
· Enter in PO#’s to receive or replenish inventory
22. Parts return to manufactures
· Getting authorization to return
· Box up all parts and shipping back
23. Maintaining parts schematics and literature
24. Maintaining confirmations for one month
25.Mobile unit parts replenishment including generating stock transfers, pulling parts for transfer and cycle counts.
26. Internal and External customer support
· Keeping techs on the bench and away from the phone
· We want to keep from passing the customers from one person to another