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.
• Absorb customers approval for all repairs and services to be performed.
• Schedule repairs and maintenance with resources as a first priority.
• Schedule 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.