Service Coordinator

Overview

Quinn Company, your local Caterpillar store, is hiring a Service Coordinator in Santa Maria, 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. 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 and reconciles technician time 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 external vendors with or without a Quinn P.O.
• Maintains work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns
• Manages work order collection issues and proactively responds 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