Service Coordinator-2

Brabazon; Romeoville (IL); On-site; USD 38,000 - 54,000; Full time

Job summary

Brabazon is seeking a Service Coordinator-2 to interface with customers and coordinate service activities in our Illinois-based facility. The role collaborates with the Service Manager, Service Coordinator and technicians to keep the service department running efficiently.

Responsibilities include answering calls, processing service tickets, quoting requests, scheduling jobs, and supporting inside sales and purchasing.

Qualifications

• Candidate must be able to answer incoming calls and provide excellent customer service.

Responsibilities

• Answer all incoming phone calls.
• Process service tickets: review tickets, advise on quotes, ensure parts are on return shelves, pass tickets to billing after completion.
• Follow-up on repair quotes.
• Enter SROs and schedule jobs once parts arrive.
• Assist inside sales with contractor parts orders and inquiries.
• Track and process installation department SROs; file service tickets and packing lists.
• Open work orders for service center jobs and prepare required paperwork.
• Order compressor parts for the service department as needed.

Job description

Description

The Service Coordinator-2 interacts with our customers to provide excellent customer service and works closely with the Service Manager, Service Coordinator and technicians to keep the service department running efficiently.

Responsibilities

• Answer all incoming phone calls. Other personnel will back up this function.


• Service Ticket Processing: Ensure Technicians hand in service tickets daily; Review Tickets for quote requests and advise Service Manager when ticket requests a repair quote; Ensure All Parts listed as return are on the return shelf; Pass tickets to Service Coordinator for billing after items a, b, & c are complete.


• Follow-up on all repair quotes.


• Once we receive a purchase order for a repair quote, enter SRO and get all needed parts on order. Work with Service Coordinator to schedule the job once all parts have arrived.


• Assist inside sales personnel with contractor parts orders and other inquiries.


• Enter, track, and process installation department SROs.


• File service tickets, packing lists, etc.


• Open work orders for service center jobs using company software, prepare a service order with required paperwork, and ensure required parts are available for technician. Work with Service Coordinator to schedule.


• Order compressor parts for the service department. This task to be performed by the Service Manager, Service Coordinator, or Service Parts personnel after investigating the correct part number, vendor, cost, and lead time.

Secondary / Backup Functions

• Finalize service orders before invoicing: verify all parts were used, proper documentation is included, and all job costs are accounted for.


• Responsible for billing in a timely manner, maintaining open order report, and opening occasional customer parts orders.


• Responsible for opening, tracking, and invoicing rental orders.


• Maintain the service schedule for the service center following company schedule procedures when Lead Service Coordinator is on PTO. Contact customers promptly to schedule Preventative Maintenance and keep customers apprised of status of repairs.


• Assist Purchasing / Shipping & Receiving Departments in parts labeling, cycle counting inventory, and bin locating when S&R personnel are on PTO.


• Be knowledgeable of manufacturer warranty coverage for parts/units and serve as a back-up to Customer Service in handling customer warranties.


• Serve as a back-up to Lead Service Coordinator in acquiring RMAs from vendors and ensure items are returned to vendor.


• Provide inside support for the Service Team.


• Excellent attendance, punctuality and a positive attitude are essential to this position.


• Additional duties as assigned.