Service Coordinator

Priority Dispatch Corp.; Flowood, Northern (MS, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Priority Dispatch Corp. Flowood, MS is seeking an experienced Service Coordinator to provide administrative, planning and coordination support for the preventive maintenance department.

You will handle inquiries, schedule PM appointments and manage related work orders and documentation. You will coordinate five technicians, monitor telemetry data downloads, update WIP logs, and support management reporting.

Qualifications

• High school diploma or GED required.
• 3–5 years of experience as a service clerk/administrator.
• Ability to read service and parts literature and safety manuals.
• Proficiency with MS Office applications and DBS MIS systems.
• Strong verbal, written and customer service skills.
• Articulate and professional telephone communication.
• Detail oriented with high accuracy.
• Capable of multi-tasking in a fast-paced environment.

Responsibilities

• Receive and administer intake of preventive maintenance inquiries and schedule appointments.
• Manage the lifecycle of preventive maintenance agreements and related work orders in the billing system.
• Schedule and coordinate service technicians, build routes, and prioritize tasks.
• Provide customer machine telemetry data downloads and related reporting.
• Update the WIP log to track department revenue performance against goals.
• Enforce warranty and goodwill determinations per company policy.
• Participate in daily meetings and keep stakeholders updated in DBS.
• Provide administrative support to the Product Support Sales Manager as needed.

Skills

MS Office

Customer service

Verbal communication

Written communication

Multi-tasking

Education

High school diploma or GED

Tools

Vision Link

Product Link

DBS system

Job description

Job DetailsLevel: ExperiencedJob Location: PMC Flowood - Flowood, MS 39232Position Type: Full TimeEducation Level: High SchoolThe Service Coordinator is accountable to provide administrative, planning, and coordination support to the preventive maintenance department in the areas of customer support agreement and related work order scheduling/processing/tracking/reporting, purchase order tracking, parts ordering, customer machine telemetry monitoring, and other department-related activities and tasks.

• Receive and administer the intake of all preventive maintenance service-related inquiries from internal and external customers. Initiate outbound contact with external customers to obtain machine hours and to schedule and confirm upcoming preventive maintenance appointments.
• Execute the lifecycle of activities associated with the administration of preventive maintenance agreements, the related work order process, and maintain regular contact with the customer throughout. Therein, initiate the opening and closing of work orders in the company’s billing system to include posting of technician timecards and mileage, preparing/tracking external quotes, parts ordering/tracking, purchase order tracking, preparing invoicing and customer inspection reports, and performing related audit and management reporting and filing in accordance with all company policies and procedures and standards for quality.
• Schedule and coordinate the tactical activities of the preventive maintenance service technicians (currently five) to include building service routes; prioritizing tasks and expediting schedules; tracking work assignments; and providing tactical guidance on work order details to ensure established service levels are maintained.
• Provide administrative support with customer machine telemetry (Vision Link and Product Link) data downloads as well as related reporting.
• Update the Work-In-Process (WIP) log to maintain current status on department revenue performance against established goals.
• Administer the enforcement of warranty and goodwill determinations in accordance with prescribed company policy standards and metrics.
• Participate in daily meetings with department management team to ensure that all parties are updated on work in progress and to update/maintain same in the management information system (DBS). Keep all stakeholders (product support sales, customer) regularly updated on the status of service.
• Provide administrative support to the Product Support Sales Manager as needed.

Qualifications

• High school diploma or GED equivalent required.
• Minimum 3-5 years of combined work experience as a service clerk and/or service administrator in a parts sales and service shop environment.
• Ability to read and comprehend service and parts literature, safety manuals, and other related publications.
• Proficiency with MS Office applications (Word, Excel, Outlook) and company’s management information system applications (DBS).
• Proficient verbal, written, interpersonal, and customer service skills.
• Articulate and professional telephone communication skills.
• Good problem solving skills, detail oriented, and ability to work with a high level of accuracy.
• Able to work collaboratively with all branch personnel and perform duties with a sense of urgency, exceeding customer expectations.
• Ability to multi-task in a dynamic fast paced service environment.