Service Coordinator Job Pflugerville area,Texas USA,Customer Service/HelpDesk

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.

What you’ll do:

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 elevate 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.

What you’ll need to be successful:

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
Must be detail-oriented and adept at multi-tasking

What you bring to the table:

High school diploma or equivalent
5+ years of progressive experience in dispatch, administration, and customer service

Benefits:

401(k) Plan
Competitive Pay
Medical, Dental, Vision Insurance
Term Life, AD&D Insurance, and Voluntary Life Insurance
Disability Income Protection Insurance
Pre-tax Flexible Spending Plans (Health and Dependent Care)
Holidays/Vacation/Personal Time/Life Events Leave
Numerous training opportunities and company-paid membership for professional associations and licenses

Equal Opportunity Employer

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender identity, sex, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate.

Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

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