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Service Coordinator
Norfolk, VA
Job Description
The Service Coordinator is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
This is executed through scheduling of Field Service Technicians, using the ERP system (Made2Manage) to obtain information, provide information to callers, prepare monthly and weekly production reports. The Service Coordinator also performs other administrative tasks to support both the branch offices and the Virginia headquarters as assigned and required. The Service Coordinator reports to the Field Service Supervisor.
JOB FUNCTIONS
Include the following, but other duties may be assigned.
ESSENTIAL SKILLS AND EXPERIENCE
Bauer Compressors is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, gender expression, national origin, race, religion, sexual orientation, or veteran status.
An E-Verify Company. A Drug-Free Workplace.
Virginia Values Veterans (V3) Employer.
This is executed through scheduling of Field Service Technicians, using the ERP system (Made2Manage) to obtain information, provide information to callers, prepare monthly and weekly production reports. The Service Coordinator also performs other administrative tasks to support both the branch offices and the Virginia headquarters as assigned and required. The Service Coordinator reports to the Field Service Supervisor.
JOB FUNCTIONS
Include the following, but other duties may be assigned.
- Answer calls from customers to coordinate, schedule, and dispatch Field Service Technicians to meet customer requests and expectations based upon nature of call, urgency, contractual obligation, available resources, and customer needs.
- Communicate with customers in a timely, friendly manner and obtain all specific information required for proper repairs, contacting customer and invoicing.
- Write-up customers’ equipment issues and concerns or maintenance requirements accurately and clearly.
- Partner with the Field Service Supervisor to determine required hours, number of personnel, and parts and equipment required for service visits and service contracts (annual, bi annual, quarterly scheduled service visits).
- Responsible for accurately coding incoming accounts payable invoices to the appropriate cost center related to service work.
- Responsible for compiling, maintaining and managing the service customer database.
- Complete and submit service reports and records to/from required service database(s) in a timely and accurate manner.
- Identifies continuous process improvement to ensure efficient and cost effective field service execution (i.e. planning of daily routes of service personnel given their current location etc.).
- Responsible for assisting the Parts Department on service related issues and inquiries.
- Route all service related request/work/quotations through required Zendesk database and M2M system.
- Coordinate and participate in a weekly phone conference (as scheduled) to provide updates regarding reoccurring issues or problems to the Technical Services leadership team, with other team members.
- Create and close Service Orders, RMA, Shippers & JO Orders.
- Participate in daily service production meeting with Field Service team.
- Work with Parts Sales to obtain and ship parts required to complete service work.
- Regular and reliable attendance.
ESSENTIAL SKILLS AND EXPERIENCE
- High school education or equivalent.
- Minimum of three (3) years of experience in office administration and/or service coordination.
- Ability to organize, prioritize, follow-through and execute tasks both on an individual and team environment.
- Ability to communicate technical terms to a non-technical audience; including explaining completed work to the customer.
- Solid knowledge of Microsoft Office programs (Outlook, Excel, Word, and PowerPoint).
- Must be detail oriented and able to multitask and prioritize demands.
- Self-starter, ability to resolve issues and research solutions.
- Ability to work under pressure and independently with minimal supervision.
- Demonstrated organizational and creative problem solving skills.
- Ability to communicate information clearly and effectively; listen, maintains confidentiality, speak professionally, and learn process and procedures quickly.
- Excellent verbal and written communication skills required.
- Strong focus on customer service and ability to respond customer needs in a timely manner.
- Must have valid driver’s license with positive driving record.
- Will be issued a company cell phone; must be available to answer customer calls after hours (to include weekends).
Bauer Compressors is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, gender expression, national origin, race, religion, sexual orientation, or veteran status.
An E-Verify Company. A Drug-Free Workplace.
Virginia Values Veterans (V3) Employer.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
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