Service Co-ordinator

Service Coordinator - Job Description & Responsibilities Position Summary

Reporting to the Global Service Director, with adotted line to the Regional Service Manager, this position is responsible for overseeing and managing service operations to ensure efficiency, customer satisfaction, and alignment with business objectives. This role involves coordinating service appointments, communicating with clients, dispatching technicians or service teams, and maintaining accurate documentation of service requests.

• Professionally process quote requests from customers, field sales, inside sales and plant personnel.
• Resolves customer requests for adjustments in orders, billing, requests for replacement parts, product information and field service.
• Prepares order entry of new purchase orders and release orders
• Maintains files: open orders, closed orders, correspondence, quotations, service activity, service calendar
• Maintains field service schedule and assignment of field service technicians to support service jobs
• Forecasting upcoming service jobs for months ahead and works with manager on forecasted amount for current month.
• Contacts customer and sales to receive dates/timeframe when they are ready to schedule service once material has shipped and arrived on site.
• Handles emergency requests for service technician’s information and parts that are needed while they are on jobsites.
• Work with customers once jobs are scheduled for site address, contacts and any safety training/additional paperwork needed before technician arrives.
• Send technician service packets and drawings for upcoming jobs.
• When service jobs are complete, collect technician’s service reports, expense reports and time sheets to send to appropriate people and complete invoicing amount for the job.
• Enter MRA’s when requested from technician’s and customer’s when required.
• Answers assigned tickets in a timely manner and issues tickets for open issues and expedited date requests.
• Handles sending any drawing requests that the technician needs while on job site.
• If customer requests Certificate of Insurance with their company named as insured, send request to our insurance broker for updates.
• Process Service orders that are entered into the System / Web and get processed through ERP / JDE Web approval bin. Enter them directly into ERP/JDE.
• Update field service backlog report once a week and attend meeting with management.
• Attend field service open issues meeting once a week and update any issues assigned to me.
• Update field service charts at the end of each month to include the total number of calls and days each technician was on for that past month.
• To play a fundamental role on acting, supporting, teaching and monitoring the fulfillment of ETS’ Code of Conduct within the sales channels and in front of our customers

• Two (2) year degree in business administration, communications, or a related field is often preferred but not always required. Equivalent work experience may be considered.
• 3+ years’ experience in a similar role. Proficiency in service management software, scheduling tools, and Microsoft Office Suite. Familiarity with CRM systems may be an advantage.
• Familiarity with analytical tools, database & PC software.

• Strategic business perspective, Customer Focus
• Integrity, Courage, Honest communications
• Develop trust, collaboration and teamwork, listening
• Influence, Effective communications
• Results oriented, Drive change, strong organizational skills, attention to detail, Prioritization and Planning, Business Acumen.
• Exceptional interpersonal, communication & presentation skills

• Expected travel time