Customer and Product Support Coordinator

LandMark Implement, Inc.; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

LandMark Implement, Inc. is seeking an organized Service Operations Associate to assist the Service Manager with daily department activities and to optimize service processes for customer satisfaction and ROI.

You will schedule equipment repairs, communicate costs and status, review work orders, manage invoices and payments, and help with attendance tracking, timecards, and PTO. A HS diploma and valid license are required.

Qualifications

• Ability to use Microsoft Office and internet applications.

Responsibilities

• Assist Service Manager with daily Service Department operations.
• Schedule equipment repairs and communicate costs and status of equipment.
• Involved with Service work order processes; creating repair segments, assigning technicians, reviewing for accuracy and submitting for approval if needed.
• Manage payment for service invoices, follow up with past due accounts, and assist with customer portal requests.
• Review team and Technicians attendance and labor punches for accuracy and missing entries.
• Approve team and Technicians timecards and monitors PTO requests.
• Provide customer service for service billing issues and accept JDF payments.
• Assist Service Manager with scheduling and prioritizing work.
• Service Department organization, tracking JD special tools, keeping warranty bins organized and ensure items are in the correct location.
• Tag incoming equipment on the lot and assist with DSI hauls requests for business needs and customers.
• Manage online inspection tracking and ensure paperwork for vehicles.
• Regularly monitor and help manage Work in Progress (WIP), track Product Improvement Programs (PIPS).
• Understand and fully promote seasonal specials.
• Understand and review monthly metric goals, work with Service Manager to meet goals.

Skills

Team leadership

Communication skills

Report analysis

Office procedures

Accounting basics

MS Office

Education

High School Diploma or equivalent

Associate degree preferred

Tools

MS Office

Job description

Purpose

Assists with the management of service operations within the dealership. Ensure customer satisfaction and maximize return on investment by optimizing service department processes. Maintains accurate and on-time reports and records relative to the service departments operation. Provides exceptional customer service by answering inquiries about service work.

Responsibilities

• Assist Service Manager with overall daily operations of the Service Department
• Provide service to customers by scheduling equipment repairs, communicating parts/labor costs and status of equipment in the shop
• Involved with Service work order processes; creating repair segments, assigning technicians, reviewing for accuracy and submitting for approval if needed
• Manages payment for service invoices, follows up with past due accounts, and assists with customer portal requests
• Review team and Technicians attendance and labor punches for accuracy and missing entries
• Approve team and Technicians timecards and monitors PTO requests
• Provide customer service for service billing issues and accept JDF payments
• Assist Service Manager with scheduling and prioritizing work
• Service Department organization, tracking JD special tools, keeping warranty bins organized and ensure items are in the correct location
• Tag incoming equipment on the lot and assist with DSI hauls requests for business needs and customers
• Manage online inspection tracking
• Ensure service vehicles and equipment have proper paperwork and are routinely scheduled for repairs including vehicles, forklifts, ect.
• Regularly monitor and help manage Work in Progress (WIP), track Product Improvement Programs (PIPS)
• Understand and fully promote seasonal specials
• Understand and review monthly metric goals, work with Service Manager to meet goals

Experience, Education, Skills and Knowledge

• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Experience leading and working cooperatively in a team environment
• General understanding of mechanical/technical terms is preferred
• Excellent and efficient communication skills
• Experience analyzing and interpreting internal reports
• Basic knowledge of accounting practices
• Knowledge of office procedures
• High School Diploma or equivalent experience; Associate degree preferred
• Valid drivers license required

Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this position. This role requires the ability to sit or stand for extended periods while working on a computer, with frequent use of technology for typing, data entry, and screen viewing. Regular communication through telephone and email is expected. The position may also involve occasionally assisting with moving items weighing up to 25 pounds, as well as performing repetitive tasks such as typing, handling documents, and moving between departments or office areas. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

LandMark is an Equal Employment Opportunity Employer promoted to a diverse workforce.