Service Coordinator

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Position Title:
Service Coordinator – Engineering Excellence

Reports To: Customer Service Manager

Status: Full-time, Regular position

Category: Office

Location Name: Engineering Excellence Farmington Hills, MI

Location Address: This is a 100%
Onsite position, the chosen candidate needs to be local to Farmington Hills, MI

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training, support and an opportunity for unlimited professional growth.
Join us and become an EXPERT!

Responsible for supporting the Sales Team and Installers by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with both sales and center staff. Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems.

Efficiently plans and routes the most-appropriate technicians and Residential Sales Consultants. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.

• Answer incoming calls from technicians and operations support
• Coordinate technicians work assignments for next work day
• Review technician paperwork for accurate billing
• Opening and closing residential installs
• Pulling permits when necessary
• Processing job packets
• Registering equipment for warranty coverage
• Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
• Effectively and courteously communicate with customer in order to schedule service / maintenance / sales call while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call
• Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the Capacity Planning System and on the Dispatch Board.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning
• Ensures Sales Dispatch Board and other related modules in STARS are updated as required
• Promptly responds to service technicians’ requests, both by radio and telephone. Represents the company professionally, honestly, and ethically in all business matters and concerns
• Contacts next customers to confirm appointments and page calls to the assigned technicians
• Identifies issues/problems/concerns regarding technician and support center productivity based on continual communication and working with technicians and the Support Center. Informs General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and action.
• Gathers information from the Residential Sales Consultant after the sales call presentation to document the sale details (or what was quoted if no sale) and enters pertinent details into the sales tracking system. Based on the scheduled installation time, schedules follow-up referral call.
• Keeps the General Manager or Sales Manager abreast of issues, problems, and other pertinent information
• Completes and distributes the Daily Sales report; reviews sales reports for errors/omissions and enters corrections in system(s); updates any lead errors; and checks Web Portal for messages
• As requested/required, generates reports from systems. As needed/required, tracks activities for center or region-specific…