Service Coordinator

Sudden Service, Inc.; La Vergne (TN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical/Prescription

Dental

Vision

Vacation

10 Holidays

401K

Life Insurance

Job summary

Sudden Service, Inc. provides exclusive worldwide distribution of Taylor OEM parts and forklift service. The role collaborates with customers and field technicians to identify maintenance needs, prepare accurate cost estimates, and process orders for invoicing.

A strong customer-service ethic and organizational ability are essential to support the service center and vehicle records. Candidates should have a High School diploma or GED and possess a valid driver's license.

Qualifications

• Experience in Parts/Service industry and coordinating service with technicians and parts personnel.
• Strong customer service orientation and ability to maintain positive customer satisfaction.
• Ability to multi-task and stay organized under time pressure.
• Valid driver's license and good driving record for insurability.
• Proficient with basic computer tasks and service documentation.

Responsibilities

• Identify required maintenance with customers and field service mechanics.
• Advise customers on necessary and suggested services.
• Compute costs for parts and labor to restore equipment.
• Enter itemized estimates on service orders and explain to customers.
• Process parts/service orders in the system for invoicing and recordkeeping.
• Maintain service center paperwork, warranties, and vehicle records.
• Audit expenses and prepare reports for service performance.

Skills

Customer service

Multitasking

Organizational skills

Team orientation

Communication skills

Education

High School/GED

Tools

Basic computer skills

Job description

Taylor Sudden Service provides exclusive worldwide distribution of genuine Taylor OEM parts and forklift service for equipment designed, manufactured, and marketed by Taylor Machine Works, Inc. Backed by a network of parts and service centers, nationwide dealer support organizations, and factory-trained service technicians, SSI is committed to providing the best parts and service support in the industry. We offer training schools for our service technicians on a regular basis, ensuring the best possible service to Taylor Machine Works' customers. Sudden Service, INC (SSI) is a subsidiary of the Taylor Group of Companies, a third-generation family-owned business based in Louisville, MS since 1927.

Duties/Responsibilities:

• Works with customers and Field Service Mechanics to identify required maintenance.
• Advises customers on necessary/suggested services.
• Computes cost of replacement parts and labor to restore lift truck to condition specified by customer.
• Estimates cost of mechanical, electrical, or other repairs.
• Enters itemized estimate on service order and explains estimate to customer.
• Processes parts and/or service sales orders in computer for invoicing.
• Ensures that all paperwork relevant to each lift truck folder is scanned and kept current.
• Processes all warranty claims and follows through to completion.
• Answers telephone, types of correspondences, reports, and quotes for the Service Center.
• Maintains database and address books for Service Center area.
• Assists in building and maintaining file system for Service Center.
• Keeps up with service personnel's time and summits to Louisville contact per company policy.
• Performs the duties of safety coordinator as assigned by the Louisville Safety Director.
• Maintains files and records of all SSI owned vehicles to include drivers, insurance, truck expenses, recall notices, tags, location and maintenance on vehicles.
• Issues Purchase orders for repair and maintenance done to vehicles
• Maintains files for Service Center Manager, which includes correspondence files, vehicle files, computer print outs, personnel files, contracts, etc.
• Audits all expenses/purchases for all service personnel at Service Center.
• Creates reports on service mechanic sales, call-in sales, and expenses.
• Any out of line situations regarding expenses, purchases, etc. are called to the attention of the Service Center Manager for corrective action.
• Seeks out promotional materials, requesting bids from suppliers for best pricing and quality product.
• Keep ample stock on hand for sale to employees/customers, for service, guests, warehouses, and service centers.
• Provides SSI employees with proper orientation, providing necessary information on Company policies and supplies.
• Order, distribute, and maintain records of all credit cards (Company credit cards, car rental, air travel, telephone cards, gas cards, etc...) for all service personnel.
• Provide telephone cards, airline travel cards, gas credit cards, car rental cards, cash advances to necessary SSI personnel.
• Responsible for scheduling and verifying vacations, personal leaves, medical leaves, non-productive time, etc. to ensure sufficient employees are present for the workload.
• Maintains file of employee non-productive time due to illness, injury, death, vacation, or personal leave.
• Work with personnel on keeping current and accurate records.
• Reviews timecards every week checking that accurate information is entered.
• Creates and keeps files on all job descriptions and requirements for SSI personnel, composes, and prepares new forms for SSI Company/Departmental use.
• All other duties as assigned.

Qualifications Required Skills/Abilities:

• Must possess ability to determine how to prioritize service work.
• Strong record of positive Customer Satisfaction results.
• Professional demeanor and self confidence in dealing with customers and outside contacts.
• Must have valid driver's license and good driving records to be insurable by corporate insurance carrier.
• Basic computer skills required.
• Organization skills.
• Must have the ability to multi-task.
• Work well under pressure.
• Team-oriented.

Education and Experience:

• High School Graduate or GED equivalent.
• Experience in Parts / Service industry with particular emphasis on coordinating service responsibilities with service technicians and parts personnel.
• Must have mechanical aptitude or experience in the forklift or other related fields.
• Previous experience in a customer service-oriented role preferred.

Benefits:

• Medical/Prescription
• Dental
• Vision
• Vacation
• 10 Holidays
• 401K
• Life Insurance