Service Coordination Supervisor

Service Coordination Supervisor Opportunity Summary

The Service Coordination Supervisor directs and guides all activities of service jobs to ensure appropriate quantity and quality of unit, engine, and/or equipment repairs. Work directly with customers, in person or on the phone, in concert with technicians to maximize sales opportunities and ensure all work scheduled is performed safely and to the customer's satisfaction.

• Oversees the daily functioning of the field service department by assigning technicians to incoming jobs based on skills, abilities, and availability.
• Monitors the ongoing status of all jobs being performed in the field or in the shop to ensure that problems are dealt with efficiently.
• Communicates with customers, either by phone or in person, to determine customers' concerns, problems, or needs—present and future—while maintaining a high degree of professionalism.
• Builds and maintains customer relationships.
• Monitors individual efficiencies of all technicians for problem areas, counseling them regularly to remove obstacles to improved performance and personal growth.
• Maintains detailed status reports on the computer on all open jobs to facilitate communication between W. W. Williams and the customer and between various technicians that may work on the same job.
• Investigates in advance of a repair by using the manufacturers' computer systems whether a product is under warranty coverage, and/or during the repair, whether the type of failure will be covered by the manufacturer under their warranty provisions.
• Initiates work orders in the computer by gathering important details regarding the customer and the equipment being serviced, including warranty and/or billing information, and developing the customer complaint to aid in diagnosis.
• Stays in close contact with customers during the transaction and documents all communications with the customer including price quotes, authorizations received, payment terms, and special customer requests.
• Ensures all services are accurately invoiced and customer payments in any of the acceptable forms, assuring that credit and warranty policies are followed, and are fully applied.

• Associate degree or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Strong written and verbal communication skills.
• Computer and software skills including Microsoft Office Suite.

• 8 Paid Holidays & 1 Paid Wellness Day
• Paid time off
• Employee Referral Bonus Program
• Medical, Dental, and Vision Insurance
• 401k with a Company Match
• Company Paid Training
• Growth and Leadership Opportunities

W.W. Williams is one of the nation’s largest sales and service networks of industrial power products, providing highly professional service and strong relationships with customers.