Service Coordinator - Field Service Department - Administrative

Description

Position Objective

The Service Coordinator is responsible performing the administrative functions of the department and the final review and closing of work orders and all documentation associated with doing so.  Position is also responsible for reviewing work orders for completeness and following up with Technicians and other internal departments to resolve any open items.  Additionally, this position communicates with customers obtaining purchase orders and any other critical customer information.  Position reports to the Field Service Operations Manager.

Essential Position Duties

• Performs the general secretarial duties of the department including such items as typing; filing; copying; telephone coverage; mail; greeting and assisting customers and other clerical functions as assigned.
• Individual serves as Field Service Department’s main point of contact for closing work orders; communicating with Technicians and other Departments to close any open items on work orders, document mileage charges, validate warranty coverage and perform final review of invoice prior to sending to customer.  
• Estimates customer costs and contacts customer for purchase orders.
• Position tracks work orders for aging and follows up with Supervisors and Technicians to follow work order to completion, assuring timely invoicing.
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance and customer service.
• Completes the coding of expense sheets, completes and processes outside purchase orders and order parts. Is also responsible for completing Performa invoices and collecting COD invoices. Updates COD jobs daily to ensure all time, outside work, parts and shop supplies are applied.  Obtains manager’s approval and files all documents.  Codes time as either flat rate or time and materials. 
• Codes and process invoices for field service departments.
• Assigns time designated to specific jobs and the appropriate job number. Verifies all time is accounted for by checking labor recap; completing the payroll sheet and sending it with time cards to payroll.  Tracks employees vacation and personal leave days.
• Coordinates all daily work ensuring that it is forwarded to the appropriate area (i.e. problem jobs are given to the Supervisor to approve).
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance and customer service.
• Maintains all DOT files and completes accident reports.
• Assists the service manager in preparing for staff meetings, budgets and objectives.

Position Requirements

• Knowledge, skills and abilities typically acquired through a high school education or the equivalent.
• Three years customer service experience or equivalent with two years experience in an engine or heavy equipment service facility, preferably with Caterpillar.
• Excellent communication skills, including verbal, written, listening and non-verbal skills. Responds promptly, thoroughly and professionally to requests, suggestions and complaints. Demonstrated ability to keep co-workers informed on direction, external environment, and specific customer needs and concerns. 
• Solid understanding of work area metrics that corresponds to departmental dashboard. Accepts responsibility for improving the results and metrics within their control.
• Understands the value of 6 Sigma in improving the workplace and is a good contributor when asked.
• Exhibits many basic problem solving skills within the scope of personal work area such as identifying problems, seeking other’s opinions, offering solutions, and following through. Offers solutions for improving the work place.
• Excellent customer service skills. Responds to customer requests with a sense of urgency.  Treats customers as his/her highest priority.  Takes personal responsibility when dealing with customers, keeping commitments and doing what he/she said they would do. 
• Excellent computer skills, including experience using Word, Excel and data base systems.
• Individual must work for the mutual benefit of the team; seeking agreement and new solutions whenever possible. Ability to work with minimum supervision a must
• Excellent knowledge of the product market with a strong knowledge of the product and the Caterpillar influence.
• The ability to project professionalism with both internal and external customers, including personal appearance along with friendly, courteous treatment of peers, subordinates and customers.

Difficulty of Work and Responsibility

• Individual works independently performing standardized procedures and broad customer service duties that require discretionary judgement.
• The incumbent uses CAT guidelines that are generally clear and easy to apply and OSHA guidelines that are more difficult to interpret.
• The manager reviews work at minimum on a monthly basis for warranty issues, customer satisfaction and accuracy of jobs completed. More frequent reviews are conducted if warranted. 
• Detailed and technical instructions are given for special projects or upon request.
• The incumbent has no supervisory authority but does provide input into technicians’ performance evaluations.
• Independent decisions involving scheduling, warranty coverage and customer service are made daily.
• The most serious consequence from an error in judgement or procedure could impact financial matters, productivity, safety, customer relations, regulatory compliance and company reputation.
• It is likely that the supervisor or the processing of paperwork would detect the error and be able to recoup any loss resulting from an error in financial matters, productivity, safety and regulatory compliance but not necessarily damage to the company.

Cultural Competencies: Standard Level

Technical Competencies

• Solid understanding of Caterpillar equipment and Caterpillar product market.
• Outstanding computer skills including MS Office suite as well as CAT PC and main frame programs.
• Analytic problem solving capability in applying policies, procedures, guidelines and laws. This includes OSHA and ISO regulations and laws.
• Solid understanding of warranty process/procedures.
• Strong mechanical aptitude.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.