Service Coordinator

Overview

Quinn Company, your local Caterpillar store, is hiring a Service Coordinator in City of Industry, California. Quinn Company is a Caterpillar dealership founded in 1919. The company sells, services, and rents a full line of new and used construction, agricultural, and material handling equipment, diesel and natural gas engines. As a Caterpillar Dealership, Quinn Company enjoys a unique ability to be a nimble company with entrepreneurial spirit and leverage the global reach and support of a Fortune 50 company… local and global at the same time. Quinn Company ranks among the top performing Caterpillar Dealers in the world. This competitive, performance based drive is the foundation of the company’s culture.

Responsibilities

• Captures technician time reconciliation in Kronos vs. DBS
• Maintains and expedites work orders and coordinates work flow
• Communicates work order status with the Customer Service Communicator
• Responds to requests for service and assistance; meets commitments
• Ensures customer needs are met and obtains a positive NPS score
• Demonstrates professional communication with internal customers
• Orders Caterpillar parts per customer job
• Quotes and sources parts from external vendors
• Manages and analyzes WIP (work in progress) process and reports
• Identifies warranty issues or involves other departments/vendors for repairs or additional upgrades
• Provides customer with Time & Material estimates as needed
• Authorizes technicians to purchase parts from outside vendors with or without a Quinn P.O.
• Manages work order collection issues and proactive responses to prevent write-offs
• Possesses general Machine and Weld Shop Product Support knowledge
• Serves all branches for service requirements as required
• Performs other duties as assigned by management and may be assigned to provide services outside of normal working hours during the week or on weekends when unexpected needs surface

Qualifications

• High school diploma or general education degree (GED)
• 1 – 2 years related experience and/or training
• Equivalent combination of education and experience
• Customer service experience preferred
• Proficient with MS Office software such as Excel and Word