LiftOne - Service Coordinator

Service Support Macon, Georgia


Description

Position at LiftOne

Job Title: Service Coordinator

Department: Operations

Reports To: Service Manager

FLSA Status: Non-exempt

Location: Various

Summary:

The Service Coordinator is responsible for specific daily administrative service functions in support of our branch operations while maintaining a high level of customer satisfaction.

Essential Duties and Responsibilities include the following: (additional duties may be added)

  1. Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
  1. Responsible for PM planning, WIP, and dispatch of assigned technicians. Keep service manager informed of completion status.
  1. Ensure that the service technicians being dispatched have the training and certifications necessary to perform the work assigned.
  1. Maintain regular communication with the service technicians throughout the day.
  1. Input billing, preventative maintenance information, and audit work orders electronically.
  1. Proactively contact customers to keep them informed on the service to their equipment.
  1. Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow up communications and honoring our commitments.
  1. Monitor real time work in process and maintain its age to branch goal, review with service manager on a weekly basis.
  1. Conduct daily recap of the status of projects and assignments and review with your service manager.
  1. Maintains appropriate records, files, documentation, etc.
  1. Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
  1. Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
  1. High ability to multitask and prioritize responsibilities.
  1. Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Career Path Opportunities

  1. Senior Service Coordinator

  2. Service Advisor

  3. Service Supervisor

  4. Service Manager

  5. Operations Manager

  6. Branch Manager

Qualifications 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.

Education and/or Experience

  • High school degree (or equivalent); Associate’s degree from a two-year college highly preferred;

  • One to two years’ related experience and/or training; or equivalent combination of education and experience.

  • Prior experience in a service-oriented environment and use of a service scheduling software highly preferred

    Computer Skills

  • Microsoft Office (Word, Excel, Outlook, PowerPoint)

  • Ability to use ServiceMax software

    Language Skills

    Ability to read and interpret documents such as safety rules, operating and maintenance

    Instructions, and procedure manuals. Ability to write routine reports and correspondence.

    Mathematical Skills

    Ability to calculate figures and amounts such as discounts, commissions, and percentages. Ability to apply concepts of basic math.

    Reasoning Ability

    Ability to solve practical problems and deal with a variety of concrete variables in situations

    where only limited standardization exists. Ability to interpret a variety of instructions furnished in

    written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations

    Physical Demands The physical demands 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 stand; walk; use

    hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is

    occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee is frequently required to sit. The employee must frequently lift and /or move up to 25

    pounds. Specific vision abilities required by this job include close vision, distance vision, color

    vision, peripheral vision, depth perception and ability to adjust focus.

    Work Environment The work environment characteristics described here are representative of

    those an employee encounters while performing 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 exposed to moving mechanical

    parts. The employee is occasionally exposed to high, precarious places; fumes or airborne

    particles; outside weather conditions and vibration. The employee is occasionally exposed to

    wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of

    electrical shock. The noise level in the work environment is occasionally loud.

EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.