Commercial Engine Parts & Service Coordinator

About the role

Provide dedicated support for all Commercial Engine Service Operations, ensuring customer satisfaction and coordinating services within the Commercial Engines Service Department. Successful candidates are self-motivated, work well under pressure, and adapt to varying conditions.

Responsibilities

• Build and manage strong customer relationships through proactive communication via phone, portal, email, text, and chat.
• Engage with customers to respond to requests, resolve issues, answer questions, and provide repair status updates.
• Communicate regularly with customers regarding machine repair status, including changes in scope, vendor orders, and other updates.
• Engage with vendors/suppliers to manage orders and deliveries, ensuring completeness, timeliness, tracking, accuracy, cost, and quality.
• Serve as the primary contact for sourcing, procurement, and back orders of all Allied Vendor Backorders.
• Oversee vendor communication, follow up on outstanding orders, process returns, handle discrepancies, and manage surplus items.
• Support the Parts Counter by handling inbound call overflow and assisting customers with inquiries professionally.
• Identify, locate, and obtain needed parts using catalogs, the internet, and CAT ordering systems.
• Maintain working knowledge of parts information systems (DBS, SIS, WMS, etc.).
• Code invoices to proper accounts and forward them to accounting.
• Assist Service Managers with opening/closing work orders, including warranty and customer-related tasks.
• Assist the Service team with sales functions, including quotes, estimates, and bids for incoming calls and walk-in customers.
• Qualify repair needs with customers and collect necessary information for accurate quotes or estimates.
• Work with field technicians to gain customer consent for quoted or estimated work prior to repair.
• Ensure final repair performance meets or stays under quoted amounts.
• Coordinate service opportunities with PSSRs and other sales representatives.
• Use the service scheduling tool to manage all aspects of repairs.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent; Associate’s degree in a related field preferred.
• Results-oriented with a focus on continuous process improvement.
• Ability to adapt to changing priorities, meet deadlines, and work well under pressure.
• Customer-centric mindset with strong relationship-building skills.
• Excellent interpersonal, organizational, and communication skills (written and oral).
• Proficient computer skills with the ability to learn new applications and programs.
• Strong listening skills and ability to ask probing questions to understand concerns and overcome objections.
• Self-starter with a strong work ethic, capable of managing multiple tasks and adapting to change.
• Professional and friendly attitude with the ability to quickly develop rapport with customers.
• Ability to work independently with limited supervision.
• Strong problem-solving skills, detail-oriented, and highly accurate.
• Ability to work in a dynamic, fast-paced service environment.
• Sound judgment and decision-making abilities.
• Good mechanical aptitude or understanding of assembly and functionality.
• Valid driver’s license and safe driving record.

Working Conditions

• Required to use personal protective equipment to prevent injury or exposure to hazardous materials.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, and lifting.
• Must be able to lift up to 50 pounds without assistance.
• Tasks involve seeing, reading, and writing to complete job responsibilities.

Benefits

• Competitive pay.
• Comprehensive benefits: medical, dental, vision, 401K, profit sharing, generous PTO, and paid holidays.
• Uniforms provided.
• Exposure to world-class CAT training and development.
• Friendly and supportive work environment.
• Continuous learning and exposure to new technologies.
• Opportunities for advancement.