Shop Service Coordinator

Cummins-Wagner Company, Inc. aims to remain the premier manufacturer's representative and distributor of mechanical equipment and machinery within our trading area. We serve the industrial, process, heating, cooling markets, and the waste water industry.

Job Title: Shop Service Coordinator

Department: Pennsylvania Service Department

Location: Elizabethtown, Pennsylvania

Scheduled Hours: Full Time

Reports To: Service Manager

Job Overview:

The Shop Service Coordinator supports customers, service technicians, and management to ensure the effective coordination and documentation of Shop Service work, including all phone and email communication as required. The Service Coordinator is often the first point of contact for customers with service and repair needs and requires a professional with strong customer service and organizational skills. A commitment to excellent customer service, the ability to work with a team, and attention to detail are essential qualities for this position.

Our most successful Shop Service Coordinators:

• Possess superior communication and organizational skills
• Exhibit goal-oriented behaviors and time management principles
• Apply extensive attention to detail to all tasks
• Exude a customer-focused attitude
• Have the ability to resolve problems as they arise
• Telephone & email reception for incoming service calls
• Possess a High School Diploma, or equivalent
• Strong written and verbal communication skills
• Experience and proficiency using Windows based programs including Netsuite/Sentrien
• Experience in a customer service role for mechanical equipment is a plus*
• Excellent computer proficiency is required, advanced Microsoft Excel preferred*
• Minimum of 2 years related experience preferred*
• Must be able to pass background and reference checks, as well as a drug test

Scope of Responsibility:

• First point of contact for customers in many situations (others can include sales personnel or service development manager).
• Communicates with customers and service technicians to ensure that customer needs are met. Includes at times pickups and deliveries that may require coordination with field Service Coordinators.
• Prepares quotations and proposals, and executes a follow-up process utilizing company tools and guidelines. Quotes to include repair vs. replacement costs, related photos of equipment condition, and any other suggestions, options to assure optimal operation once returned (installation, alignment, etc.)
• Enters Shop Service work orders as well as purchase orders into Netsuite/Sentrien and place orders with manufacturers using their systems and procedures as well.
• Takes pictures of all equipment when received, after disassembly, and finished product. Dispatches shop write-up tickets including sales build-ups.
• Provides support for service technicians to ensure that they have the necessary information and resources for assigned tickets and tasks. Includes providing manuals, bill of materials, any related additional documentation, including new replacement pricing (for comparision vs. repair).
• Processes or assists with preparations of billings, sales related and inter-company chargebacks, and warranties.
• Maintains service filing system.
• Completes pre-qualification forms for customers.
• Updates and maintains daily log / calendar with other coordinators.
• Work closely daily with shop foreman on job status (parts ETAs, awaiting pricing to complete quote, etc.) to assist with timely and efficient job completions.
• Any / all duties assigned by management.

Cummins-Wagner Gives Back to Employees:

• Employee Stock Ownership Program
• Bonus Program
• Tuition and Certification Fee Assistance
• 401k Match
• Flexible Spending Account
• Comprehensive Health Insurance
• Life Insurance
• Long-Term Disability Insurance

Our History:

Founded in 1960 by "Charlie" Cummins and "Chub" Wagner, Cummins-Wagner began as a one-product, two-employee Company in a one-room office. Without a well-recognized brand product line, their commitment to customer service was the Company's impressive strength. This commitment to customer service allowed the Company to grow and attract significant product lines. Recognizing that ownership inspired the dedication that resulted in their customer-driven business's success, they established an ESOP* and sold the Company to their employees in 1985.

Today, the Company's strength comes from the product lines we represent and from the total dedication of over 250 Employee Owners to the principle of customer satisfaction. We appreciate the value of our impressive team and look forward to welcoming you!

• As an "ESOP" company with 100% of the common stock universally and exclusively owned by the Employee Stock Ownership Trust (ESOT), employees are motivated to work for the long-term success of the Company to a degree unmatched by those of our competitors. ESOP companies generally outperform non-ESOP companies. For more information on ESOPs, visit www.esopassociation.org.

Cummins-Wagner Co. Inc. is an Equal Opportunity Employer and does not discriminate based on race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law.

Cummins-Wagner Co. Inc. is a 100% Employee-Owned Company.