Service Coordinator

Service CoordinatorEdison, NJ 08837BENEFITS INCLUDE:Eligibility for overtime with management approvalPaid holidays after six months of employment1 week PTO time after 6 months of employmentOptional Medical & Dental BenefitsOptional 401(k) plan - quarterly based enrollmentRESPONSIBILITIES:Handles incoming service calls via phone and emailProvides real time updates to customers on expected service dates ETAs on returns, etc.Provides updates to customers when technician was scheduled but is unable to perform service work at customer siteUtilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely mannerManages assigned technicians to ensure effective completion of day-to-day service operationsCoordinates technician schedules to align customer account needs and technician capabilitiesOpens Workorders for technicians in a timely fashionSets Technicians schedules by no later than 3 pm daily and informs scheduled customersCodes Workorders with correct Unit ID, Make Model and Serial NumbersFollows all special billing procedures for major accounts, including verifying correct POs are provided & entered into Workorders, work is accepted through customer portals, and amounts match approved workManages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issuesWorks with technicians to resolve problems making every effort to ensure he/she fully completes each job assignedEstablishes regular communication with account managers to resolve any ongoing issues with customers' accountsWorks closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repairSchedules monthly preventive maintenance work to ensure PM completion rate goals are metMonitors technicians' timecards, maintaining accurate records for customer invoicingAdjusts technician timecards in Tinnacity daily to correct and minimize unbilled or standby timeReviews and submits technician payroll information to front officeEnsures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobsManaging work in process to ensure all work orders are completed involved in a timely mannerApproves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the systemMaintains professionalism on the jobAdditional Responsibilities:Schedules service vehicle repairs and PMs, coordinating with techniciansRegularly promotes and sells service products to customers, generating increased revenueProduces both verbal and written quotes of repairs to be completedReviews completed jobs, edits descriptions, hours, etc.Bills workordersPerforms other duties of a similar nature as requiredQUALIFICATIONS:High School Diploma or equivalentProven experience as a dispatcher (preferred)Geographic understanding of New York, New Jersey and Pennsylvania is a mustProficient in Microsoft Suite (Word, Excel, Outlook)Ability to work independently and to effectively prioritize demands and execute tasksStrong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise mannerExcellent customer service skillsKeen attention to detailMust be able to sit stationary for several hours at a timeIs reliable and punctual in reporting for work as scheduledValid Driver's LicenseWe are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.req24-00686

Created: 2025-05-22