Aftermarket Service Coordinator gea at Argus Technical

Key Job Duties: Customer Service, Scheduling, Quoting/Sales Orders Processing, Travel Support

1. Primary or secondary recipient customer calls requesting service. Determine who-when-what and urgency.

2. Works daily with Service Supervisor &/or Engineering Director to establish how and when we can support customer need.

3. Help Service Supervisor respond to customer inquiries and phone calls in an effective commercially-focused manner. Capable of finding the correct resources to resolve customer issues quickly.

4. Assemble information to create customer Service quotes, and enter quote details into NetSuite ERP system.

5. Participate in Weekly meetings with Service Supervisor & Engineering Director to update service travel calendar and also support internal Factory Acceptance Test (FAT) dates/schedules.

6. Pre-create all Service Trip Expense templates for Customers & Service Techs

· These should include estimates on hotel, mileage, # days, airfare, # of days/hours in field, per diem expenses based on the specific MSA destination.

7. Help service techs reserve all hotel, rental cars, or airfare for each trip. Ensure they proactively receive a packet of information providing clear direction on their reservation details, the location/contact/duration of their work.

8. Provide support for any additional parts or internal support a service tech may need while in the field.

9. All individual Service Techs must be accountable and responsible for assembling and submitting their expense reports and receipts within our system, however you will assist them with any issues and ensure all monthly trip reports are turned in within the month for accurate accounting purposes.

10. Assist Service Supervisor &/or Engineering & Aftermarket Director audit daily & weekly hours, pay type, and earnings across HR & Enterprise systems. Ensure Service Techs are entering hours in-time daily.

11. Post trip, convert Service quote & trip reports into Service Sales Orders

12. Work independently or with other internal Aftermarket peers to ensure the company provides final installation and service manuals for every new machine that ships from EDL.

13. Work with centralized Accounting to ensure service invoices/billing sent to customers accurately and on-time.

14. Works with Service Supervisor & Project Managers to ensure an internally updated Service calendar that represents each: new machine start-up (internal), FATs, and external supervision/installation, service scheduled. Service Supervisor will assign Service Personnel resources, but Coordinator will continually update calendar, yet proactively flag openings, conflicts, etc.

15. Help support accuracy and usefulness of Machine Asset base by updating service work details or final installation locations into NetSuite CRM.

16. Once competence is achieved as primary Service coordinator, role will also be cross-trained for Parts & Aftermarket sales support so that work can be shared as needed.

17. May assist in Marketing efforts around Aftermarket offerings.

18. Assists in other areas and performs additional tasks as needed.

 

Attention to Detail: Information is captured, calculated and communicated effectively to both internal and external customers.

Dependability: Meets attendance and punctuality guidelines. Commits to doing the best job possible. Takes responsibility for own actions. Follows verbal and written instructions. Responds to requests for service and assistance. Keeps commitments. Flexible in working overtime and weekends as needed.

Job Knowledge: Competent in required job skills/knowledge. Displays understanding of how job relates to others. Exhibits ability to learn, solve problems and apply new skills. Requires minimal supervision. Seeks help when needed. Keeps abreast of current developments. Uses resources effectively.

Attitude/Cooperation: Displays enthusiastic outlook, pleasant manner and has positive effect on the morale of others. Establishes and maintains effective relationships. Exhibits tact, consideration and cooperation. Offers assistance and support to co-workers. Works to resolve conflicts and easily reaches across business units for info and support.

Excellent Customer Service: Understands that customer service applies to internal and external customers. Adheres to high standards of customer service. Develops new approaches to meeting customer needs. Monitors customer satisfaction. Trains and supports others in the delivery of quality customer service.

Planning and Organizing: Displays good organizational skills. Effectively prioritizes and plans work activities. Sets goals and objectives. Integrates changes smoothly. Plans for additional resources. Uses time efficiently.

Safety and Security: Observes safety and security procedures. Reports potentially unsafe conditions. Uses equipment and materials properly. Determines appropriate action beyond guidelines.

Excellent Communications and Interpersonal Skills: Effectively expresses ideas and thoughts verbally and in written form. Genuinely listens, comprehends and provides timely responses to questions/concerns. Keeps others adequately informed. Emulates and communicates Massman’s values of Honesty, Integrity and Pride.

 

Education/Training: High School Diploma or GED

Knowledge/Skills: Competency in Microsoft Office products and ERP systems preferred

Familiarity making travel arrangements and with expense reporting software

Strong calculative and analytical skills

Experience and/or Other Requirements:

5 – 10 years’ experience in comparable work environment preferred.

Ideally service-related with a strong customer service ethic.