Proactive Service Scheduler & Customer Advocate

Hiab; Bensenville (IL); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Health, vision, dental coverage

401k with company match

Paid time off and holidays

Tuition reimbursement

Referral Program

Job summary

Hiab USA is seeking a dedicated service scheduling coordinator to optimize work order planning and manage technician availability. You will balance customer requirements with operational constraints to deliver timely service and maximize workforce utilization.

The role emphasizes proactive communication, coordinating with service centers and partners, and preparing accurate estimates for billable work. Travel may be required occasionally.

Qualifications

• Relevant commercial or technical education.
• Experience in providing excellent customer service and adapting planning.
• Experience in SAP and/or Salesforce systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to communicate the value of services to customers.

Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, and monitor work orders from start to finish, ensuring all relevant and accurate information is recorded in the system
• Support service preparation through effective spare parts planning and coordination of required orders
• Prepare and actively follow up estimates for chargeable service work. Verify work order accuracy and readiness prior to invoicing
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions

Skills

Customer service

SAP

Salesforce

IT skills

Multitasking

Communication

Education

Relevant commercial or technical education

Tools

SAP

Salesforce

Job description

Hiab USA is seeking a dedicated service scheduling coordinator to optimize work order planning and manage technician availability. You will balance customer requirements with operational constraints to deliver timely service and maximize workforce utilization.

The role emphasizes proactive communication, coordinating with service centers and partners, and preparing accurate estimates for billable work. Travel may be required occasionally.