2227 Service Coordinator II

Summary

The Coordinator has primary responsibility for customer and technician communication, keeping current with the job status and communicating this status to the customer daily. Coordinator II has a higher level of experience and competence associated with industry products and standards.

Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned and may be assigned to provide services outside of normal working hours during the week or on the weekend when unexpected needs surface.

• Coordinates dispatch of field or shop technicians to work locations.

• Technician time reconciliation in Kronos vs. DBS

• Reviews work in process, updating changes as they occur.

• Maintains and expedites work orders and coordinates work flow.

• Communicate work order status with the customer.

• Responds to requests for service and assistance; meets commitments.

• Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.

• Demonstrate professional communication with internal and external customers.

• Order Caterpillar parts per customer job.

• Actively quotes and sources parts from external vendors.

• Manage and analyze WIP (work in progress) process and report. Identify whether it’s a warranty issue or involve another department/outside vendor to do repairs or additional upgrades.

• Provide customer with Time & Material estimates as needed.

• Authorize technicians to purchase parts from outside vendors with or without a Quinn P.O.

• Responsible for obtaining method of payment including cash transactions.

• Maintenance of work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns.

• Manage work order collection issues and proactive responses to prevent write-off’s.

• Follow and understand MSHA & OSHA requirements. Know proper PPE and safety rules that apply to the job

• Follow and understand mechanical, electrical, & hydraulic system safety procedures. Must be able to understand job environment and select technician with the proper qualifications

• Must have a high level of Product Support knowledge that includes all aspect of the service operations. These include Shop, Field, and Internal customer service experience

• Support all branches for service requirements as required

• Purchase departmental supplies

• Purchase diesel fuels, propane, and haz-waste disposal services for multiple departments

• Confirm vehicle registration for service trucks

• Maintain and schedule proper opacity test compliance of service trucks

• A fit with Quinn Company’s performance driven culture and values of Integrity, Teamwork, Respect, Quality and Service.

SUPERVISORY RESPONSIBILITIES

This job has no direct supervisory responsibilities does require good leadership qualities and skills. Will assist in training other coordinators.

Qualifications

High school diploma or general education degree (GED) and seven to ten years related experience and/or training; or equivalent combination of education and experience. Associates degree in Business or Technical discipline desirable. Must be proficient with MS Office software such as Excel and Word. Must have proficient industry product knowledge.

About Quinn

Quinn Company is a Caterpillar dealership founded in 1919. The company sells, services, and rents a full line of new and used construction, agricultural, and material handling equipment, diesel and natural gas engines.

As a Caterpillar Dealership, Quinn Company enjoys a unique ability to be a nimble company with entrepreneurial spirit and leverage the global reach and support of a Fortune 50 company… local and global at the same time.

Quinn Company ranks among the top performing Caterpillar Dealers in the world. This competitive, performance based drive is the foundation of the company’s culture.

We have 22 locations with endless opportunities in Central and Southern California.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location