Service Coordinator

About the role

We are seeking an experienced individual to take on the role of Service Coordinator. This position is responsible for dispatching Rudd’s Service Technicians to customer sites to ensure optimal efficiency of operations and superior customer service. This role requires in-office presence and the essential functions cannot be performed remotely.

Responsibilities

• Coordinate and dispatch the field operations of Field Service Technicians to diagnose, repair, and service customer's equipment.
• Manage and schedule field service activities.
• Handle customer calls and provide technical assistance to customers and field technicians.
• Respond efficiently to customer issues and concerns, addressing questions, problems, and requests for service.
• Maintain records and track customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
• Monitor technician safety and DOT compliance using reporting tools within field service management software and notify technicians or management when necessary.
• Prepare equipment repair quotations and open and monitor service/repair work orders for accuracy (parts, materials, labor).
• Ensure all work is completed in accordance with established quality standards and safety procedures.

Qualifications

• A high school diploma or equivalent is required.
• At least three years of experience in the construction and mining equipment industry, preferably in product support such as parts, technical, or supervisory roles.
• Strong communication skills, including reading, analyzing, and interpreting professional journals, technical procedures, or governmental regulations.
• Effective written and verbal communication skills to present information and respond to questions from managers, employees, and customers.
• Familiarity with Microsoft Office operating systems, including Excel and Word.

Physical Demands

• Regularly lift, carry, push, and/or pull light to moderate amounts of weight up to 10 lbs., and occasionally up to 20 - 50 lbs.
• Use hands and arms to reach, finger, handle, or feel.
• Occasionally stoop, twist, kneel, crouch, or crawl.
• Operate office equipment requiring repetitive hand movement and fine coordination, including use of a computer keyboard.
• Work in a constant or intermittent noisy environment.

Education and Experience

• A high school diploma or equivalent is required.
• At least three years of relevant experience in the construction and mining equipment industry, preferably in product support roles.

Work Environment

• This job operates in an office setting at a location that requires climbing stairs on a regular basis to access work desk space.
• Normal working days are Monday through Friday, from 8:00 a.m. to 5:00 p.m.