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Service Coordinator


Job
Summary:
Acts as a liaison between potential, new, and existing customers and the service department; providing exceptional customer service. Initiates services by determining performance problems and service requests; verifying warranty and service contract coverage; developing estimates and writing repair orders. Handles customer questions and complaints to ensure satisfaction.
Duties and Responsibilities:
o Manages phones, to include incoming and outgoing calls.
o Manages appointments and walk-in customers, to include checking customers in and out.
o Manages lot list, to include adding and editing equipment; customer and job information.
o Determines problems and services by listening to customer's description of symptoms and clarifying description of problems.
o Verifies warranty and service contract coverage by examining records and papers and explaining provisions and exclusions.
o Prepares repair orders by describing symptoms, problems, and causes; to include repairs and services required, obtaining approval signatures, and entering repair order into service database system.
o Develops estimate for services to be provided to include supplies, labor, and deductions.
o Obtains required purchase order (PO) numbers from customers and follows up with customers for any missing PO numbers.
o Audits technician time cards to match entries in software database.
o Updates job knowledge by participating in educational opportunities and reading manufacturers publications.
Job Requirements:
Utilizes critical thinking skills, problem solving abilities, and exercise good judgment when completing tasks in and efficient, correct, and productive manner.
Coordinates resources to meet deadlines in a fast paced environment.
Active listening skills, oral/ written comprehension, and commitment to perform quality services.
Basic computer and data entry skills for Windows based software programs e.g. Karmak Fusion a plus. Knowledge of Microsoft Office Suite: Outlook and Word helpful.
Disclaimer: This job description is focused on the essential functions of the position and is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee/team member. Other duties related to this position may be assigned as required.

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