Service Manager

Page Mechanical Group, Inc.; Wilson, Northern (NC, KY); On-site; USD 40,000 - 56,000; Full time

Job summary

Page Mechanical Group, Inc. is seeking a Service Coordinator/Dispatch role to provide scheduling, communication and support for the service department.

The role emphasizes problem solving, follow-through and a positive attitude as you dispatch emergency requests and ongoing maintenance work in shop and field. Essential duties include answering calls, scheduling work, tracking progress and maintaining accurate work orders, while collaborating with parts and sales teams to ensure customer

Qualifications

• High school diploma or GED; college or trade school is a plus.
• Proficient with computer software (Word, Excel, etc.).
• Strong written and verbal communication skills.
• Strong problem solving skills and detail orientation.
• Basic math skills.
• Ability to perform duties with urgency and accuracy.
• Ability to work with minimal supervision.
• Excellent organizational skills.

Responsibilities

• Answer phones and receive requests for service, quotes and installation.
• Confirm with customer scheduling of work.
• Track progress, check repair status of Technicians to ensure timely servicing.
• Schedule, assign work to Field and Shop Service Technicians.
• Opens and update work orders.
• Analyze customer problems and prepare reports and problem logs as requested.
• Assist in time card entries, reviewing, closing and invoicing work orders.
• Maintain customer files.
• Manage daily KPI’s and P&L’s.
• Work with parts and sales managers to create a customer friendly environment.
• Communicate with the credit department to ensure financial needs are met.
• Maintain confidentiality relative to pricing, promotion, distribution, inventory, customer lists and financial reports.
• Perform related duties as assigned.

Skills

Scheduling

Customer communication

Problem solving

Time management

Organizational skills

Detail oriented

Work under pressure

Office software

Education

High school diploma or GED

Tools

Word

Excel

Job description

The preferred candidate will be responsible for providing scheduling, communication and support for the service department. The candidate should possess excellent problem solving skills when interacting with customers and technicians. A tremendous emphasis is placed on follow through and a positive attitude. Responsibilities include dispatching both emergency requests as well as ongoing maintenance work both in shop and field. Your ability to work effectively under pressure is a must.

Essential Duties

• Answer phones and receive requests for service, quotes and installation.
• Confirm with customer scheduling of work.
• Track progress, check repair status of Technicians to ensure the timely servicing of customer orders.
• Schedule, assign work to Field and Shop Service Technicians.
• Opens and update work orders.
• Analyze customer problems and prepare reports and problem logs as requested.
• Assists in time card entries, reviewing, closing and invoicing work orders.
• Maintains customer files.
• Manages daily KPI’s and P&L’S.
• Works hand in hand with parts and sales managers to create a customer friendly environment.
• Communicates with the credit department to ensure financial needs are met.
• Maintain a professional and proper personal appearance at all times adhering to company policy.
• Flexible to work after hours when needed to meet customer needs.
• Maintain confidentiality relative to pricing, promotion, distribution, inventory, customer lists and financial reports.
• Performs related duties as assigned.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.

Requirements Qualifications

• High school diploma or (GED) equivalent, with college or trade school preferred.
• Proficient in the use of a computer and related software (Word, Excel, etc.).
• Strong written and verbal communication skills.
• Strong problem solving skills and be detailed oriented with a high level of accuracy.
• Basic math skills.
• Ability to perform duties with a sense of urgency, exceeding customer expectations.
• Ability to work with minimal supervision.
• Excellent organizational skills.