Service Coordinator - Field Service Department - Administrative

Overview

Description

Position Objective:
The Service Coordinator is responsible for performing the administrative functions of the department, the final review and closing of work orders, and all documentation associated with doing so. The position also reviews work orders for completeness and follows up with Technicians and other internal departments to resolve any open items. Additionally, this position communicates with customers to obtain purchase orders and any other critical customer information.

Position reports to the Field Service Operations Manager.

• Performs the general secretarial duties of the department, including typing, filing, copying, telephone coverage, mail, greeting and assisting customers, and other clerical functions as assigned.
• Serves as the Field Service Department’s main point of contact for closing work orders; communicates with Technicians and other Departments to close open items on work orders, documents mileage charges, validates warranty coverage, and performs final review of invoices prior to sending to customers.
• Estimates customer costs and contacts customers for purchase orders.
• Tracks work orders for aging and follows up with Supervisors and Technicians to ensure timely invoicing and completion.
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance, and customer service.
• Completes the coding of expense sheets, processes outside purchase orders and orders parts; completes pro forma invoices and collects COD invoices. Updates COD jobs daily to ensure all time, outside work, parts and shop supplies are applied. Obtains manager’s approval and files all documents. Codes time as either flat rate or time and materials.
• Codes and processes invoices for field service departments.
• Assigns time designated to specific jobs and the appropriate job number. Verifies all time is accounted for by checking labor recap; completes payroll sheet and sends it with time cards to payroll. Tracks employees’ vacation and personal leave days.
• Coordinates daily work ensuring it is forwarded to the appropriate area (e.g., problem jobs are given to the Supervisor to approve).
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance, and customer service.
• Maintains all DOT files and completes accident reports.
• Assists the service manager in preparing for staff meetings, budgets, and objectives.

• Knowledge, skills and abilities typically acquired through a high school education or equivalent.
• Three years of customer service experience or equivalent, with two years of experience in an engine or heavy equipment service facility, preferably with Caterpillar.
• Excellent communication skills, including verbal, written, listening and non-verbal skills. Responds promptly, thoroughly and professionally to requests, suggestions, and complaints. Demonstrated ability to keep co-workers informed on direction, external environment, and specific customer needs and concerns.
• Solid understanding of work area metrics that correspond to departmental dashboard. Accepts responsibility for improving the results and metrics within their control.
• Understands the value of six Sigma in improving the workplace and is a good contributor when asked.
• Exhibits basic problem solving skills within the scope of personal work area, such as identifying problems, seeking others’ opinions, offering solutions, and following through. Provides solutions for improving the workplace.
• Excellent customer service skills. Responds to customer requests with a sense of urgency. Treats customers as a top priority. Takes personal responsibility when dealing with customers, keeping commitments and following through on what is said they would do.
• Excellent computer skills, including experience using Word, Excel and database systems.
• Ability to work with minimum supervision and for the mutual benefit of the team; seeks agreement and new solutions whenever possible.
• Excellent knowledge of the product market with strong knowledge of the product and the Caterpillar influence.
• Project professionalism with both internal…