Service Coordinator at Coast Counties Peterbilt

REPORTS TO: SERVICE MANAGER

$33/hour-$35/hour

The Service Coordinator assists the Service Manager in the day-to-day operation of the Service Department. This position organizes, leads, and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer, while handling all the day to day administrative functions of the service department.

The Service Coordinator reports directly to the Service Manager & coordinates daily with the Service Writer. Communication is ongoing with sales, parts, warranty and CCTE executives as his/her course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs.

The Service Coordinator will work closely with the other service department personnel, parts counter personnel, & warranty coordinating with them the various aspects of customer service requirements & issues.

The Service Coordinator will also wear the hat of a Service Writer & work closely with the Service Writer and technicians for the coordination of repair strategies, estimates, and updating repair status in an effort to provide excellent customer service.

The Coordinator will also work daily with customers, providing timely estimates, updating open repair orders (ROs) status in an effort to provide excellent customer service. As customers inquire, the Service Coordinator will be required to know the status of each and every job that shows as an open RO and provide updates in an efficient manner, with priority utilization of the SmartLINQ Service Management platform aka Decisiv.

•Meet with the Service Manager, Service Writer and the Service Technicians each morning to establish repair strategies based on the turnover notes, dispatch sheets, and job priorities

•Participate in a Daily Pre-work Communication Meeting with all service technicians at their assigned start times. Minimum content to be review = assigned jobs, jobs to be assigned & customer expectations, safety tip; along with other relevant topics (current technician proficiency)

•Assign Repair Orders based on skills / abilities & inform technicians of expectations and time allowance on each repair before, during and after a repair order is being processed.

•Assist technicians as needed with diagnostics and troubleshooting.

•Review repairs in process as to timeliness and QUALITY.

•Provide Daily RO updates to all department & branch stakeholders plus customers using SmartLINQ Service Management aka Decisiv

•Reconcile payroll day to day

•Review technician write-ups for accuracy and completeness.

•Coordinate with the warranty manager/perform warranty administration as needed

•Confirm that all cores are returned to parts and that warranty parts are properly tagged and stored.

•Coordinate with the rear parts counter on repairs waiting for parts.

•Coordinate with the truck sales man

•Maintain a clean shop environment

•Maintain the readiness and proper working condition of the shop tools

•Prepare accurate repair estimates.

•Daily use of Decisive to provide updates on current repairs in process on a regular basis.

•Provide current product updates and service bulletins to technicians.

•Assist the Service Manager in helping maintain training requirements by recommending needed training and the proper technician for each specific training class.

•Assist the Service Manager in the discipline of technicians due to poor work performance by the recommending or issuing of verbal and written warnings and by recommending the need for suspension or termination of technicians.

•Perform performance appraisals for technicians on his shift and assist the Service Manager to determine future goals and wage increases.

•Assist the Service Manager in the interviewing and hiring of new technicians.

•Assist the Service Manager in maintaining a dealership prescribed standard (manual) for proper hours for repairs.

•Assist the Service Manager in establishing departmental goals and forecasts for each day and aid in accomplishment of these goals.

•Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc,

•Maintain daily contact with service customers as needed. Check repair status and update customers as to changes in promised completion time or change in estimate to complete repairs. All updates to customers using SmartLINQ Service Management aka Decisiv

•Open and close repair orders as needed.

•Handle routine complaints, concerns and adjust repair invoices with the support of the Service Manager

•Work with the credit department to maintain proper credit status on each repair order.

•2 years in a heavy duty truck service department is preferred

•H.S. Diploma and Associates Degree preferred

•Excellent Communication Skills - written and verbal

•Proficient with Microsoft Office, Outlook, and Windows based software