This position will ensure customer expectations and commitments are met through effective communication with our customers, providing support and information, prioritizing service calls and direct coordination with field employees.
- Scheduling and dispatching of field labor force to meet customer needs and expectations based on the nature of the call (Emergency, Preventive Maintenance, available resources and customer needs). Ensure information is accurately entered in operating system.
- Create new service jobs in operating system and assist with closing out work tickets, reviewing work tickets for accuracy, and invoicing customers weekly for service performed.
- Effectively utilize service software in the delivery and management of service activities: opening service calls, supporting and scheduling planned preventative maintenance visits, updating customer information, creating purchase orders.
- Assist with calls with customers to ensure customer expectations are met, while helping to transfer information to new field service tools.
- Support Project Managers and Service Manager with manpower planning and scheduling by establishing a work plan and preventative maintenance schedule to fulfill assigned account commitments.
- Manage service contract profitability by ensuring executed labor and materials match planned gross margin levels, execute monthly agreement billings, and effective cost containment procedures.
- Provide administrative support by assisting Service Programmers and Project Managers with documentation to close work tickets and/or service projects.
- Deliver outstanding customer service as well as measure and maintain a quality delivery process for continuous improvement.
- Perform other duties as assigned, including learning all functions of new operating system (via online, in person, and on the job training).
Requirements
- Bachelor’s or Associate’s degree, or 3 years plus of equivalent work experience.
- Experience in using established Enterprise Resource Planning systems in a service environment.
- Microsoft AX is ideal, but others (i.e. Siebel) are acceptable.
- Very comfortable with computer applications and ability to perform wide range of tasks in Microsoft Excel, Outlook, and Word.
- Experience in a service environment, where technicians are dispatched from a central hub.
- Excellent interpersonal skills to represent the company to customers and other outside contacts in an ethical and professional manner.
- Possess the ability to explain technical information to relevant parties.
- Must have experience in writing as well as demonstrated understanding of computer programs.
- Have a positive attitude and a sense of humor.
- Ability to work in a team with varied personalities yet be self-driven to meet tasks and deadlines.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Basic Life Insurance
Voluntary Life Insurance
Short Term & Long Term Disability
Paid Vacation
Paid Sick Time
Paid Holidays
401K with Company match
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