Parts & Service Specialist

Summary

The Parts & Service Specialist is responsible for specific daily administrative service functions in support of team operations, while maintaining a high level of customer satisfaction.

• Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
• Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
• Monitor back ordered parts to ensure the technicians are aware when the parts are received.
• Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
• Maintain regular communication with the service technicians throughout the day.
• Proactively contact customers to keep them informed on the service to their equipment.
• Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow-up communications and honoring our commitments.
• Monitor real time work in process and review with service manager on a weekly basis.
• Maintains appropriate records, files, documentation, etc.
• Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• High ability to multitask and prioritize responsibilities.
• Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
• Email account manager, technician, & Service with customer approved quote attached
• Enter quote data in Quote Log database
• Monitor quote database to see if any quotes are 3 days late. Action appropriately.
• Send "Open" quotes out to customers as a reminder of jobs that have not been completed
• Monitor quote database to see if any quotes are expired (30 days)
• Review quoting metrics with account managers and service/operation managers
• Run report and update Finalized Billed Amount in database
• Meeting with Account Managers to discuss where we missed quotes and why we missed them
• Create and submit quotes for customer jobs as jobs come in
• Other duties as assigned.
• Receiving, sorting and stocking parts deliveries.
• Monitor and maintain parts inventory levels.
• Tracking and reporting parts estimated time of arrivals to technicians, managers and customers

This job has no supervisory responsibilities.

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 qualifying individuals to perform the essential functions.

• High school degree (or equivalent);
  Associate’s degree from a two-year college highly preferred;
• Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
• Prior experience in a service-oriented environment and use of a service scheduling software highly preferred
• Ability to maximize use of CRM and field service management system.
• Strong customer service and follow-up skills.
• Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians required.
• Experience delivering on responsibilities and commitments while working in a fast-paced environment.

• Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Scheduling and Time Management software/programs
• Experience with Windows based programs
• Preferred experience with Sales Force and/or Service Max

The physical demands and work environment 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…