Service Coordinator

Precision Measurements; Quakertown (Bucks County); On-site; USD 42,000 - 64,000; Full time

Job summary

Applied Technical Services, LLC is seeking a Service Coordinator to manage service operations for Precision Solutions’ Service department, including field service, calibrations, repairs, and sales. The role emphasizes building strong customer relationships and delivering exceptional service while leveraging our service software and processes.

The coordinator will handle front-line customer communications, schedule all service jobs, and assist with quotes, reporting, and continuous improvement

Responsibilities

• Coordinate operations for Precision Solutions’ Service department: field service, calibrations, repairs and sales.
• Own frontline communications with customers for the Service department.
• Own the schedule for the Service department and coordinate all service jobs.
• Master our service operations software, currently Qualer.
• Create and issue work orders for each Service job.
• Assist Service Manager with quoting and reporting on KPIs.
• Support quality program and continuous improvement initiatives.

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 Description

Title: Service Coordinator

• Reporting Relationships
• Position Reports to: Service Manager

• Basic Function
• Coordinate operations for Precision Solutions’ Service department: field service, calibrations, repairs and sales.

• Essential Functions
• Conduct 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 Success
• Provides 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.