Service Coordinator

DEPARTMENT: Service

REPORTS TO: Service Manager

JOB SUMMARY: This position works closely with the Service Manager and maintains accurate and timely reports and records relative to the service department’s operation within the dealership. Areas of record responsibility are work orders, processing warranty and product improvement claims, maintaining Service Department records, updating customer profiles, maintaining department accessories and supplies, and preparing Technician efficiency reports.

Also, responsible for maintaining confidentiality, meeting deadlines, and enforcing the letter and spirit of company policy, procedures, and standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Open work orders as directed by the Service Manager/Shop Foreman and maintain control until closed and invoiced.
• Process warranty claims, including computation of charges, submission and follow-up.
• Maintain the Service Departments filing and records.
• Maintain the service library ensuring pertinent information is available and current. This includes bulletins, manuals, video tapes, etc.
• Keep customer informed and up to date of work order status.
• Assist in scheduling work for the Technicians.
• Update customer profiles, pulling information from customer work orders.
• Prepare Service Technician efficiency reports.
• Keep Service Manager informed.
• Attend training classes or meetings as required for safety, new software products, etc.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

•  Keep work area neat, clean, and organized.
• Maintain accessories and supplies for department.
• Other duties and projects as may be assigned or re-assigned from time to time.

SUPERVISORY RESPONSIBILITIES: 

• None

Education and/or Experience:

QUALIFICATION REQUIREMENTS: 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 functions.

• High School Diploma or GED equivalent
• Basic knowledge of accounting practices
• 2 years experience in an automated office environment
• General understanding of mechanical/technical terms preferred

Knowledge, Skills, and Abilities:

• Working knowledge of methods, materials, tools, and techniques used in the repair of outdoor power equipment/agricultural equipment.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Ability to deal with employees and public in a courteous, tactful, and patient manner.
• Ability to take initiative and organize responsibilities and job duties to obtain maximum effectiveness.
• Ability to understand and carry out management requests.
• Good listening skills.
• Good written communication skills.
• Good observation skills.
• Good interpersonal skills.

SPECIAL REQUIREMENTS: 

• Prompt and regular attendance
• Display Positive Energy
• Travel for meetings/training classes as required

EQUIPMENT OPERATED:

• General office equipment
• Computer

PHYSICAL QUALIFICATIONS AND WORK ENVIRONMENT: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, hear, use hands to finger, handle or feel objects, tools, or controls, reach with hands or arms; occasionally required to climb and maintain balance, stoop, kneel, crouch or crawl.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 or more pounds with assistance.
• Specific vision abilities required by this job include close and distance vision, the ability to distinguish and identify colors, depth perception, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to loud.
• The working environment while performing the duties of this job will require the employee to regularly work in an indoor office environment in a shop area; frequently work near moving mechanical parts and occasionally be exposed to outdoor weather conditions, extreme cold (weather), extreme heat (weather), and vibrations.

SELECTION GUIDELINES: Formal application, rating of education and experience, oral interview and reference check.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.  The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.