Service Coordinator Manager

Duties & Responsibilities

• Managing Preventative Maintenance, Scheduled Repairs and Unscheduled/Emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Managing a team of 6-8 technicians across multiple markets in the United States and Canada.
• Sales and account management responsibilities, including maintaining client relationships and identifying growth opportunities.
• Preventive maintenance (PM) tracking, reporting, and compliance for the client.
• Supporting technician development, coaching, and performance improvement.
• Parts procurement, estimate generation, obtaining approvals, and ensuring proper parts markup in accordance with company standards.
• Following all client SOPs and operational requirements.
• Participating in and leading bi-weekly progress meetings with corporate leadership and local branch teams.
• Timely and accurate documentation and notation in all systems regarding each customer contact.
• Providing excellent customer service for all internal and external customer calls.
• Be professional and establish positive customer rapport, encouraging repeat business.
• Obtaining customers approval for all repairs and services to be performed.
• Scheduling repairs and maintenance with resources as a first priority.
• Scheduling outside vendors only when technicians are not available, which will only occur when the customer unit is in a location that is not serviced by or the does not have availability to provide timely service to the customer.
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling.
• Additional duties and special projects as assigned.

Requirements

• Bachelor's degree in a related discipline and 6 years' experience in a related field.
• The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 years' experience in a related field.
• 1+ year of experience in management or lead role.
• Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization.
• Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
• Excellent organizational skills and the ability to balance a variety of tasks.
• Strong Excel and data entry skills, and the ability to learn new platforms (such as IT Systems, including Web Wrench, MobileFrame, RO Writer).
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful.
• Excellent problem-solving skills.
• Must hold a valid driver's license.
• Highly organized with exceptional follow-through abilities.

Pay

USD 67,100.00 - 100,700.00 per year

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations;
• seven paid holidays throughout the calendar year;
• up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.