Service Coordinator: Dispatch & Customer Ops

Quinn; California; On-site; USD 30,000 - 34,000; Full time

Job summary

Quinn Company, a Caterpillar dealership in City of Industry, CA, is hiring a Service Coordinator to manage customer and technician communication and monitor job status daily.

The role emphasizes coordinating technician dispatch, updating WIP and work orders, and maintaining strong customer service while meeting commitments and ensuring smooth operations across branches.

Qualifications

• High school diploma or GED with 1–2 years related experience or equivalent.
• Customer service experience preferred. Proficient with MS Office software such as Excel and Word.

Responsibilities

• Coordinates dispatch of field or shop technicians to work locations.
• Technician time reconciliation in Kronos vs. DBS.
• Reviews work in process, updating changes as they occur.
• Maintains and expedites work orders and coordinates work flow.
• Communicate work order status with the Customer Service Communicator.
• Responds to requests for service and assistance; meets commitments.
• Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.
• Demonstrate professional communication with internal customers.
• Order Caterpillar parts per customer job.
• Actively quotes and sources parts from external vendors.
• Manage and analyze WIP and report status; determine warranty issues or involve other departments.
• Provide customer with Time & Material estimates as needed.
• Authorize technicians to purchase parts from outside vendors with or without a Quinn PO.
• Responsible for obtaining method of payment including cash transactions.
• Maintenance of work orders and invoicing, meeting Last day of labor to Invoice and WIP turns.
• Manage work order collection issues and proactive responses to prevent write-offs.
• Possess general Machine and Weld Shop Product Support knowledge.
• Support all branches for service requirements as required.
• Perform other duties as assigned and may require after-hours work.

Skills

Customer service

MS Office

Education

High school diploma or GED

Tools

MS Excel

MS Word

Job description

Overview

Quinn Company, your local Caterpillar store, is hiring a Service Coordinator in City of Industry, California.

Quinn Company is a Caterpillar dealership founded in 1919. The company sells, services, and rents a full line of new and used construction, agricultural, and material handling equipment, diesel and natural gas engines.

As a Caterpillar Dealership, Quinn Company enjoys a unique ability to be a nimble company with entrepreneurial spirit and leverage the global reach and support of a Fortune 50 company… local and global at the same time.

Quinn Company ranks among the top performing Caterpillar Dealers in the world. This competitive, performance based drive is the foundation of the company’s culture.

The Service Coordinator has primary responsibility for customer and technician communication, keeping current with the job status and communicating this status to the customer daily.

Wages

Starting wage for the Service Coordinator will depend on experience and education. $22.00 - $25.00

Responsibilities

Essential duties and responsibilities for the Service Coordinator include the following. Other duties may be assigned.

• Coordinates dispatch of field or shop technicians to work locations.• Technician time reconciliation in Kronos vs. DBS• Reviews work in process, updating changes as they occur.• Maintains and expedites work orders and coordinates work flow.• Communicate work order status with the Customer Service Communicator.• Responds to requests for service and assistance; meets commitments.• Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.• Demonstrate professional communication with internal customers.• Order Caterpillar parts per customer job.• Actively quotes and sources parts from external vendors.• Manage and analyze WIP (work in progress) process and report. Identify whether it’s a warranty issue or involve another department/outside vendor to do repairs or additional upgrades.• Provide customer with Time & Material estimates as needed.• Authorize technicians to purchase parts from outside vendors with or without a Quinn P.O.• Responsible for obtaining method of payment including cash transactions.• Maintenance of work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns.• Manage work order collection issues and proactive responses to prevent write-off’s. • Possess a general Machine and Weld Shop Product Support knowledge.• Support all branches for service requirements as required.• Perform other duties as assigned by management and may be assigned to provide services outside of normal working hours during the week or on the weekend when unexpected needs surface.• A fit with Quinn Company’s performance driven culture and values of Integrity, Teamwork, Respect, Quality and Service.

Qualifications

High school diploma or general education degree (GED) and 1 – 2 years related experience and/or training; or equivalent combination of education and experience. Customer service experience preferred. Must be proficient with MS Office software such as Excel and Word.

Quinn is an Equal Opportunity Employer M/F/V/DVQuinn Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status. Quinn Group, Inc. has established an Affirmative Action Plan to promote the employment and advancement of members of those covered groups identified by statute and regulations, including minorities, women, qualified disabled individuals and all Veterans and disabled Veterans

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