Service Coordinator

Essential Functions

• Works closely with Service Pricing Group to collect necessary information and create accurate quotes or estimates for repairs.
• Collaborates with Product Support Sales Representatives (PSSRs) and other sales representatives to coordinate post-repair customer follow-up and service opportunities.
• Maintains and closes all service calls using Microsoft A/X.
• Evaluates Warranty, Policy, and Service update issues for the type of machine being repaired.
• Schedules and manages technicians' productivity, adding, deleting, or managing different elements of a service call during repair process.
• Contacts customers after technician input with up-sell items, discounts, and credits or re-issues of invoices to ensure customer satisfaction.
• Collaborates with Service leaders on internal policy decisions and works with other departments to allocate policy and warranty expenses to appropriate internal accounts.
• Meets the break-even goal for goodwill and warranty decisions and manages variances at the end of the year.
• Adheres to the WIP turns metric for invoicing service calls.
• Ensures adherence to customer care standards and actively promotes safety at Western States.
• Supports Western States’ strategic programs, projects, and initiatives through training and other duties as assigned.

Knowledge, Skills, And Abilities

• Knowledge and use of Microsoft computer products or other comparable systems.
• Proven skills in written and verbal communications, planning, organizing, leadership, and interpersonal relationship building.
• Proven conflict resolution and negotiation skills.
• Ability to set and manage priorities.
• Must be a self-starter and able to work without supervision.

Education And Experience

• Proof of high school diploma or General Education Degree (GED).
• Two years comparable office experience to include budgeting and fiscal responsibility preferred.
• One year previous support experience or customer service in heavy equipment and/or diesel truck repair preferred.
• Two years customer service or sales experience preferred.

Physical Characteristics

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching, pushing, pulling, leaning, and twisting.
• Must be able to meet all safety requirements for applicable safety policies.
• Exposure to extreme temperatures and environments.
• Exposure to high noise levels.
• Exposure to fumes.