Job title:
Service Coordinator
Location:
Albuquerque, NM
Reports to:
Service Operations Manager
Summary of the position:
This position is responsible for all incoming phone calls and emails from end users, technicians and other company personnel relating to requests for service. Key functions will include reviewing, reconciling, processing, and closing out field service and shop operations jobs / projects. Further, will support scheduling projects and service technician assignments. Goal is to facilitate the closing jobs through collection of required information from service technicians or elsewhere, to ensure invoicing is completed in an expeditious and timely manner.
Duties and responsibilities:
- Responsible for answering incomingcalls to the service department.
- Handle internal and external customerinquiries as they pertain to specific work orders, jobs,projects
- Prepare servicequotes based on internal and external customer needs
- Scheduling ServiceTechnicians for servicejobs and projectswith a goal to achieve85% billable rate or higher.
- Scheduling servicevisits to ensure we meet our PM Agreement commitments.
- Coordination of the calls with the customers verbally and throughemail on a continuous basisto ensure we are meeting the customer’s expectations, and they remain informed as projects and service jobs progress
- Responsible for closingfield service and shop jobs / projects:
- Capturing ALL requiredinformation (service labor hours, parts consumed, costing)for each service/ shop job
- Reconciling work ordersagainst actual costs
- Submitting completed work orders to accounting for processing of invoices
- Assist scheduling field and shop technicians to specific jobs or projects
- Input work order data into ERP system
- Track assigned projects– ensure completedtimecards, work orders are submittedfrom technicians in a timely manner
- Work with Parts Coordinators to determine costingand availability of outsourced parts in order to quote and schedule work
- All other dutiesas required to support superiorcustomer satisfaction
- This is a dynamicposition as responsibilities may be addedor removed as necessary
- Communicationwith all departments within the HAC will occuron a regular basis. The depts includeParts, sales and will be expected to assist in covering for other team members when the need arises
Education:
- Associates Degree a plus
- High School Diploma or equivalent (Related Industry experience may be considered in lieu of education requirements)
Professionalexperience:
- Minimum of 3 years’experience with administration functions
- Proficiency in Microsoftproducts Key behaviors:
- Process driven– assertive
- Self-starting
- Analytical thinking
- Demonstrated abilityto solve problemswith customer satisfaction as a focus
- Excellent communication skillsboth verbal and written
- Ability to multitask – manage multipleprojects
- Goal-oriented
- Customer-focused
- Drive to succeed
- Team player
- Field ServiceExperience on Sullairproducts a plus
- Familiar with SAP ERP & Salesforce CRM a plus
Direct reports:
The successful candidate is responsible for complying with Hitachi Global Air PowerUS Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.
This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.
Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.
