Service Coordinator
SUMMARY OF POSITION
Precision X-Ray is seeking a Service Coordinator to join the Service team to ensure that the customer’s needs are met in a service situation. At the same time, the Service Coordinator needs to ensure that all company policies and procedures are followed to promote the best interest of the company.
DUTIES AND RESPONSIBILITIES
• Primary point of contact for incoming service phone calls and emails.
• Monitor service calls and emails to make sure customers have been assisted until full resolution.
• Coordinate installations, routine maintenance calls, and service visits.
• Makes travel arrangements when necessary.
• Monitors invoices from field service engineers.
• Enters information from service call reports into CRM database.
• Coordinate the return authorization process.
• Issues return authorization numbers in the ERP System.
• Opens new cases in CRM for incoming equipment for repairs, return parts, or trade-in equipment.
• Tracks all equipment coming into and leaving the building.
• Monitors open service cases, including all incoming repairs, in-house repairs, parts orders testing, parts on backorder.
• Types all sales orders for parts orders and on-site service visits.
• Maintains all device history records (device/service records), CRM database cases, and numerous spreadsheets.
• Service Contract Sales Support.
• Service Sales Support.
• Performs all other duties as required to meet the company’s goals and objectives.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Excellent verbal communication skills
• Strong interpersonal skills, especially in conflict resolution situations
• Able to work effectively with minimal supervision.
• Focused on providing quality customer service while keeping the company’s goals and focus in mind.
• Work closely with customers both nationally and internationally from a variety of different industries.
• Ensure that team priorities and goals are met and or exceeded.
• Must effectively use a variety of computer software to maintain client relationships, including CRM, ERP, and Office applications.
• An Associate’s Degree in a business-related field is preferred.
• At least 2 years of customer service experience.
• Ability to work efficiently with minimal supervision.
• Ability to multi-task, and comfortable communicating directly with customers.
