Service Coordinator

Overview

The Service Coordinator has primary responsibility for customer and technician communication, keeping current with the job status and communicating this status to the customer daily.

Wages

Starting wage for the Service Coordinator will depend on experience and education. $20.18 - $24.64

Responsibilities

Essential duties and responsibilities for the Service Coordinator include the following. Other duties may be assigned.

• Coordinates dispatch of field or shop technicians to work locations.
• Technician time reconciliation in Kronos vs. DBS
• Reviews work in process, updating changes as they occur.
• Maintains and expedites work orders and coordinates work flow.
• Communicate work order status with the Customer Service Communicator.
• Responds to requests for service and assistance; meets commitments.
• Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.
• Demonstrate professional communication with internal customers.
• Order Caterpillar parts per customer job.
• Actively quotes and sources parts from external vendors.
• Manage and analyze WIP (work in progress) process and report. Identify whether it’s a warranty issue or involve another department / outside vendor to do repairs or additional upgrades.
• Provide customer with Time & Material estimates as needed.
• Authorize technicians to purchase parts from outside vendors with or without a Quinn .
• Responsible for obtaining method of payment including cash transactions.
• Maintenance of work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns.
• Manage work order collection issues and proactive responses to prevent write-off’s.
• Possess a general Machine and Weld Shop Product Support knowledge.
• Support all branches for service requirements as required.
• Perform other duties as assigned by management and may be assigned to provide services outside of normal working hours during the week or on the weekend when unexpected needs surface.
• A fit with Quinn Company’s performance driven culture and values of Integrity, Teamwork, Respect, Quality and Service.

Qualifications

High school diploma or general education degree (GED) and 1 – 2 years related experience and / or training; or equivalent combination of education and experience. Customer service experience preferred. Must be proficient with MS Office software such as Excel and Word.

Quinn is an Equal Opportunity Employer M / F / V / DV

Quinn Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status. Quinn Group, Inc. has established an Affirmative Action Plan to promote the employment and advancement of members of those covered groups identified by statute and regulations, including minorities, women, qualified disabled individuals and all Veterans and disabled Veterans

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