Service Coordinator

Primary Activities/Duties

• Cook in-house and field service technicians (direct employees/sub-contractors); communicate by telephone, fax, and email to all parties throughout the process until satisfactory results have been achieved in cost effective manner
• Manage specific customer projects including definition of requirements, quoting, resource requirements, deliverables and on-time completion
• Schedule approved travel for technicians as needed (direct employees/sub-contractors)
• Develop and/or secure estimates/quotations for installations, services and repairs as needed
• Identify and evaluate the performance and competency levels of technicians and service partners
• Maintain Rittal’s web-based service ticket system, SAP service module, and files as needed
• Provide customers, end user and service personnel with application support and technical assistance by telephone and email with high emphasis on Climate Control products
• Perform troubleshooting for customers providing most effective solution
• Support company sales of climate control products through customer relations
• Perform other duties as assigned

Physical Requirements

• Stand or Sit for long durations of time, up to and exceeding 8 hours.
• Work with hand tools, power tools, computer and use keyboard for up to and exceeding 8 hours.
• Stand, walk, bend, twist, and reach frequently throughout the work shift.
• Occasionally lift 25 – 50 pounds to waist level and up to 25 pounds above the shoulders.

Mental Requirements

• Work in a fast paced environment, adapt to assignment changes easily, ability to multi-task, learn repair and office procedures.
• Learn to use new software.
• Must be detailed oriented; communicate effectively via oral and written with all levels of vendors and customers.

Safety Requirements

• Wear safety-toed footwear, safety glasses with side shields, hearing protection and additional personal protective equipment where required.

Direction & Decision Making

• Complete directives either given verbally or written, make and assist in determining logical decisions.

Knowledge & Experience

• HVAC certification is required and a minimum of 3 years of experience in air conditioning repair and/or service.
• EPA certification for refrigerant recovery and servicing of CFC based units required.
• Strong mechanical and electrical aptitude with experience using electrical testing equipment (meters etc.) to troubleshoot HVAC equipment required.
• Previous field service is preferred.
• Attention to details and organization skills with great follow-up skills.
• Intermediate level of experience with Microsoft Office products.
• SAP experience a plus.

Work Environment

• Must work in both office and plant floor environment.