Service Coordinator

Precision Solutions Llc; Quakertown (Bucks County); On-site; USD 50,000 - 65,000; Full time

Job summary

Applied Technical Services, LLC is seeking a Service Coordinator to organize and supervise the Service department, coordinating field service, calibrations and repairs while ensuring exceptional customer care.

The role requires strong organization, communication, and problem-solving skills, with a focus on reducing downtime and improving service efficiency. Proximity to the Bucks County area is expected as this is an on-site position.

Qualifications

• Minimum of three years’ experience in customer service.
• Excellent rapport and relationship-building with customers and coworkers.
• Exceptional on-the-fly problem-solving capabilities and multi-tasking skills.
• High levels of emotional intelligence.
• Proficient PC user; able to learn and adapt to new software quickly.

Responsibilities

• Coordinate operations for the Service department, including field service, calibrations, repairs and sales.
• Own frontline communications with customers and manage the Service email account.
• Schedule the Service department and all service jobs to maximize efficiency.
• Assist with quoting and provide reporting on key performance indicators as needed.
• Support quality programs and continuous improvement initiatives.
• Grow the Service group’s business and identify new sales opportunities.

Skills

Customer service

Relationship building

Organization

Communication

Multi-tasking

Emotional intelligence

Problem solving

Phone system

Tools

Qualer

Microsoft Excel

Microsoft Outlook

Microsoft Office

Job description

Applied Technical Services, LLC (“ATS” or the “Company”) is a leading provider of critical testing, inspection, certification, and compliance services. The Company serves clients across a diverse set of large and stable end markets including manufacturing, power generation, aerospace, medical, and defense. ATS was founded in 1967 and is headquartered in Marietta, GA. Today the Company employs nearly 2,100 team members in over 95 locations across the United States.Our purpose is to create a safe and reliable world and our mission is to deliver assurance through precise technical and professional services.Job DescriptionTitle: Service CoordinatorReporting RelationshipsPosition Reports to: Service ManagerBasic FunctionCoordinate operations for Precision Solutions’ Service department: field service, calibrations, repairs and sales.Essential FunctionsConduct all duties in a manner that fosters positive and productive relationships between individuals and groups.Be an expert in our products and services.Learn Precision’s core competencies, capabilities, products and services. This may require occasional time in the laboratory or in the field in industrial or manufacturing settings.Attend training meetings or conferences as needed.Build and sustain positive and productive customer relationships.Provide unrivaled customer care and deliver on our Mission of exceeding our customers’ expectations in all aspects of service, quality and overall satisfaction.Own frontline communications with customers for the Service department.Shared phone answering responsibility.Serve as the administrator for the Service email account.Own the schedule for the Service department.Coordinate and schedule all service jobs.Focus on maximizing customer satisfaction and optimizing technician efficiency.Field breakdown calls and expeditiously adjust technician schedules to minimize customer downtime.Perform administrative duties in support of the Service department.Master our service operations software, currently Qualer.Create and issue work orders for each Service job.Enter work order data in Qualer including customer devices and test points.Participate in the review, creation, and distribution of cyclical Preventive Maintenance and recalibration notices for our customers.Assist Service Manager with quoting, as needed.Review and provide reporting on key performance indicators as needed.Assist with ordering parts and replacement equipment for Service jobs, as needed.Actively participate in the setup, recording and maintenance of both new and existing service clients.Support Precision Solutions’ quality program.Actively participate and engage in continuous improvement and Quality program initiatives.Grow the Service group’s business.While in conversation with customers, seek out new sales opportunities for both field and laboratory services.Other duties as assigned from time to time.Measures of SuccessProvides best-in-class customer care as demonstrated by customer feedback.Maximizes overall Service technician billing efficiency with a current target of at least 87.5%.Fosters positive and productive relationships with coworkers, internal teams, vendors, and customers.Sustains expert knowledge and understanding of our core competencies, capabilities, products and services.Knowledge and Skills:Excellent rapport and relationship building with customers, co-workers, partners and vendors.Excellent organizational abilities and verbal and written communications.Exceptional on-the-fly problem solving capabilities and multi-tasking skills.Passion and ability to exceed customer expectations.High levels of emotional intelligence.Must be a proficient PC computer user and be able to learn and adapt to new software applications and procedures quickly and accurately.Technical skills to include Microsoft Office Suite, especially Microsoft Excel and Outlook.Must be proficient with phone system operation and able to quickly master phone system functions.Experience: Prefer a minimum of three years’ experience in customer service.Work Environment and Physical Demands: Normal office environment.Management Level: Works under minimal supervision, exercises high degree of discretion and independent judgment. Candidate should be highly motivated.EOE/AA/M/F/Vet/DisabilityATS is an equal opportunity employer where employment is based upon personal capabilities and qualifications without discrimination due to race, color, religion, gender, age, national origin, disability, veteran status, or any other protected characteristic as established by law.U.S. Persons” Only: A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”). Accordingly, the company will consider only “U.S. Persons” for this position. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process.