Service Coordinator

The Service Coordinator is an essential role acting as a liaison between the customers and our service staff, to help facilitate an efficient and orderly flow of our machine installs and service requests. The person in this position has the potential to have a profound impact on our relationships with our customers.

Essential Duties and Responsibilities:

The below list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

• Accurately route and/or directly address initial customer inquiries
• Assist all internal and external customers who are seeking transactions that require resources from the service department
• Prepare quotations, requisitions, and documents related to customer account set up
• Schedule and monitor on-site fulfillment of customer requests by using a cloud-based field management system (Epicor 10, Service Max, and/or Salesforce)
• Prepare reporting and presentations by collecting and analyzing information and trends
• Communicate with area management regarding escalated issues and the progress of their resolution
• Maintain relationships with contacts from frequent customer and partner companies
• Performs other related duties as assigned.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications:

• 3+ year(s) of experience/training with advanced customer service concepts and project management
• 3+ year(s) of experience/training with quotations, processing purchase orders, record keeping and credit card processing
• 3+ year(s) of experience/training with a cloud-based field service management system (Epicor 10, ServiceMax, and/or Salesforce)
• Basic proficiency in Microsoft Office suites (Excel, PowerPoint, Word, etc)

Preferred Qualifications:

• Post-secondary degree/certificate or license in a field of study related to customer service