Service Territory Coordinator

Overview

Working for Stryten Energy, the Motive Power Service Coordinator primary day-to-day responsibilities will include assisting in the management of all aspects of a service branch operation, including interactions with customers, technicians, and management team. Fully accountable for branch operations in the absence of the service territory manager. This position is located in New Brighton, MN and requires you to work onsite.

Responsibilities

• Customer Contact, Service Requests, and Scheduling: Handle all service requests and customer contact in a professional manner. Responding to service requests in a timely manner. Create and update service orders as necessary. Schedule service calls with Service Technicians. Keep customers informed of service dates and update customer’s systems. Schedule & coordinate scrap battery retrieval.
• Service Completion & Billing: Follow up with Service Technicians and customer to ensure completion of Service Calls. Update internal and customer’s systems (if necessary) upon completion of service call. Review, update and process from call create through invoicing. Complete billing reports for customers as needed.
• Safety: Engaged with daily safety practices for Stryten techs and facilities. Handle warranty claims and work with US warranty department for warranty approvals. Handle customer issues and ensure timely and effective resolutions. Escalate issues as needed to appropriate manager(s).
• Liaison: With Stryten Sales team and other Stryten departments, cross-functional service point of contact for all Stryten departments and customers. Cross train with other team members as backup.
• Logistics Support: Place repair parts orders for the local branch, stocking model, create quotes, create bill of lading, utilize company portal to arrange common carriers, manage branch to branch transfer of repair parts, and deliver repair parts to techs if needed. Issue purchase orders to outside vendors.
• Rental Programs: Manage the entire workflow of rental batteries, deploying rentals, tracking rentals, receiving rentals back, ensuring invoicing is correct. Manage workflow with technicians assigned to branch to ensure service levels are met. Manage day-to-day operations of the branch on behalf of the Territory Manager. Receive assigned work orders from Stryten’s national call center, and manage from service request to complete closure.
• Service Assessment: Use technical battery and charger experience/knowledge to help customer’s troubleshoot potential issues, and support techs in the field during repairs.

Qualifications

• High school diploma, general education degree (GED) required. College or University Graduate preferred.
• At least 2 years’ experience in similar or related role within customer service.
• Self-starter with exceptional time management and communication skills, capable of working well under pressure. Team player in a fast-paced environment.
• Strong knowledge of MS Office Software. Experience in JD Edwards and Salesforce is a plus.
• Excellent organizational skills with strong attention to detail. Be able to work independently and capable of multi-tasking and prioritizing job functions.
• Bilingual (Spanish/English) is not necessary but would be an asset. Technical knowledge of industrial batteries & chargers is a plus.