Sr. Service Coordinator

Overview

Position Summary:
Oversee the daily scheduling, tracking and reporting of service activities for assigned Service teams. Effectively and respectfully interface with customers, service technicians and department staff.

• Properly schedule and document all daily service activities for assigned Service teams.
• Enter service requests, received via phone, fax and email, into system. Ensure each customer’s account information is correctly entered and updated.
• Prioritize service calls. Determine the needs of the customer and match to an appropriately-skilled technician.
• Dispatch service calls in a timely manner. Inform customers of ETAs and notify promptly of any delays, as they occur.
• Collect pertinent account information from new/pending customers for credit verifications/approvals.
• Track daily progress of service calls.
• Issue purchase orders (POs) and enter data into system accordingly. Track/resolve open POs. Coordinate with Accounting through doc-link system.
• Communicate with customers to ensure work performed meets or exceeds their expectations. Arrange follow-up visits, as necessary.
• Respond to customer inquiries and resolve or escalate customer concerns or complaints, as appropriate.
• Assist with scheduling preventative maintenance calls per customer’s scope of service and as directed by Service team supervisor.
• Assist with managing the defect warranty process, ordering parts, maintaining sufficient inventory, scheduling, billing, and other duties as needed.
• Collect daily technician timecards. Review each for accuracy and promptly enter information into system.
• Process incoming field paperwork from assigned Service teams, including work orders, JHAs, payroll, extra work authorizations, inspection sheets, expense reports and vendor invoices.
• Meet with assigned Service team supervisors weekly. Identify and coordinate upcoming work, through to completion.
• Maintain the Graphical Schedule Board for assigned Service teams. Enter appointments for all technician activity. Maintain a 2-week look-ahead schedule for confirmed and unconfirmed work. Close out appointments for work completed.
• Regularly monitor reports on open POs, open/complete service calls, and PM schedule and profitability.
• Facilitate and maintain a cohesive and respectful work environment.
• Perform additional assignments as requested/needed.

• High school diploma or equivalent
• 5+ years of progressive experience in dispatch, administration, and customer service
• Thorough understanding of business/industry practices, standards and processes
• Thorough understanding of and respect for safety and OSHA rules and regulations
• Excellent motivational and team-building qualities
• Strong written and verbal communication skills
• Strong organizational and problem solving skills
• Advanced computer skills (MS Office);
  Wenn Soft experience a plus
• Outstanding customer service skills and the ability to handle multiple demands calmly and politely

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

As one of the nation’s largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you’re engaged, challenged, and valued, apply now to join our dynamic team.

To learn more about careers at Southland, explore our career opportunities, follow us on social media, and check out our website.

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the…