Service Coordinator

Description:

Job Description

Title: Service Coordinator

I. Reporting Relationships

a. Position Reports to: Service Manager

II. Basic Function

a. Coordinate operations for Precision Solutions’ Service department: field service, calibrations, repairs and sales.

III. Essential Functions

a. Conduct all duties in a manner that fosters positive and productive relationships between individuals and groups.

b. Be an expert in our products and services.

i. Learn Precision’s core competencies, capabilities, products and services. This may require occasional time in the laboratory or in the field in industrial or manufacturing settings.

ii. Attend training meetings or conferences as needed.

c. Build and sustain positive and productive customer relationships.

i. Provide unrivaled customer care and deliver on our Mission of exceeding our customers’ expectations in all aspects of service, quality and overall satisfaction.

d. Own frontline communications with customers for the Service department.

i. Shared phone answering responsibility.

ii. Serve as the administrator for the Service email account.

e. Own the schedule for the Service department.

i. Coordinate and schedule all service jobs.

ii. Focus on maximizing customer satisfaction and optimizing technician efficiency.

iii. Field breakdown calls and expeditiously adjust technician schedules to minimize customer downtime.

f. Perform administrative duties in support of the Service department.

i. Master our service operations software, currently Qualer.

ii. Create and issue work orders for each Service job.

iii. Enter work order data in Qualer including customer devices and test points.

iv. Participate in the review, creation, and distribution of cyclical Preventive Maintenance and recalibration notices for our customers.

v. Assist Service Manager with quoting, as needed.

vi. Review and provide reporting on key performance indicators as needed.

vii. Assist with ordering parts and replacement equipment for Service jobs, as needed.

viii. Actively participate in the setup, recording and maintenance of both new and existing service clients.

g. Support Precision Solutions’ quality program.

i. Actively participate and engage in continuous improvement and Quality program initiatives.

h. Grow the Service group’s business.

i. While in conversation with customers, seek out new sales opportunities for both field and laboratory services.

i. Other duties as assigned from time to time.

IV. Measures of Success

a. Provides best-in-class customer care as demonstrated by customer feedback.

b. Maximizes overall Service technician billing efficiency with a current target of at least 87.5%.

c. Fosters positive and productive relationships with coworkers, internal teams, vendors, and customers.

d. Sustains expert knowledge and understanding of our core competencies, capabilities, products and services.

V. Qualifications

a. Knowledge and Skills:

i. Excellent rapport and relationship building with customers, co-workers, partners and vendors.

ii. Excellent organizational abilities and verbal and written communications.

iii. Exceptional on-the-fly problem solving capabilities and multi-tasking skills.

iv. Passion and ability to exceed customer expectations.

v. High levels of emotional intelligence.

vi. Must be a proficient PC computer user and be able to learn and adapt to new software applications and procedures quickly and accurately.

vii. Technical skills to include Microsoft Office Suite, especially Microsoft Excel and Outlook.

viii. Must be proficient with phone system operation and able to quickly master phone system functions.

b. Experience: Prefer a minimum of three years’ experience in customer service.

c. Work Environment and Physical Demands: Normal office environment.

d. Management Level: Works under minimal supervision, exercises high degree of discretion and independent judgment. Candidate should be highly motivated.

Employer Rights Statement: This job description does not list all job duties. Occasionally, a supervisor or manager might request that you perform other duties. Management’s evaluation of your performance is based on your performance of the tasks listed in this job description and these other duties. Management has the right to revise this job description at any time. This job description is not a contract for employment. Therefore, either you or the employer may terminate the employment relationship at any time, for any reason.

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