Service Team Coordinator

Primary Job Function: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Assist with providing accounting with maintenance contract billing information. Assist with preparing service invoices and timecards for processing.

Required Qualifications:

· Advanced customer service skills.

· Ability to multi-task

· Organized

· Knowledge of industry is recommended but not required

· Computer skills

· High school diploma or general education degree (GED)

· Two years related experience and/or training in customer service, dispatching or project

management or equivalent combination of education and experience (preferred but not

required).

Daily Duties:

· Take incoming customer calls.

· Schedule and coordinate all service calls as calls are received.

· Create dispatch ticket for all service calls.

· Dispatch Service Technicians, one call at a time.

· Dispatch Service Technicians at end of day for first call from home.

· Assist in debrief of Service Technicians after completion of each call.

· Respond to all messages left overnight.

· Maintain the dispatch board / schedule.

· Forecast workload for 2 – 3 days out

· Contact customers with a “Parts Pending” status as parts are received for scheduling.

· Follow up on all pending and recommended work with customer utilizing the pending work log.

· Assist in maintaining the maintenance agreements, including billing, scheduling, and staging

of materials, database information, customer hard files and renewals.

· Help Service Manager with marketing issues as directed.

· Maintain on call schedule, to include 1st on call and standby technician

· Maintain customer history files in database

· File service orders

· Assist in preparing paperwork for all manufacturer warranty parts

· Assist in facilitating the return of warranty parts

· Update service database from service ticket

· Maintain service invoice log

· Assist in comparing service time cards and work orders to service schedule.

· Other duties as assigned

Job Type: Full-time

Pay: $21.00 - $31.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off

Education:

• High school or equivalent (Preferred)

Experience:

• Dispatching: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Ability to Relocate:

• Shakopee, MN 55379: Relocate before starting work (Required)

Work Location: In person