The Service Coordinator is the primary point of contact for customers requiring parts or service. This role involves managing customer inquiries, sourcing and quoting, and scheduling service calls for overhead cranes and related lifting equipment. This role involves working closely with customers, service technicians, and internal teams to ensure timely and efficient service delivery. The coordinator must be able to handle customer inquiries, prioritize service requests, and dispatch the appropriate technician while maintaining accurate records of service activities.

REQUIRED SKILLS & QUALIFICATIONS

Education:

• High school diploma or equivalent required.

Experience:

• Prior experience in dispatching, service coordination, or a related field (preferably within the industrial equipment or crane service sector).

Skills:

• Customer Focus: Dedicated to meeting the expectations and requirements of customers.
• Attention to Detail: Ensures accuracy in documentation and communication.
• Teamwork: Actively participates and collaborates with team members.
• Communication: Excellent communication skills (both verbal and written).
• Focus: Ability to work under pressure and manage emergency situations.
• Technology: Proficiency with service management software and ERP systems.

Customer Interaction:

• Respond to customer inquiries via phone, email, or in-person in a professional and friendly manner.
• Address questions related to services, products, and scheduling with clear and accurate information.
• Handle customer complaints or issues, escalating when necessary to management or technical teams.

Sourcing and Quoting:

• Process customer parts requests and service/inspection reports quickly and efficiently.
• Source required parts and prepare customer quotations.
• Ensure all notes and documentation are accurately filed.

Scheduling & Dispatching:

• Prioritize and assign service requests to technicians based on location, urgency, and expertise.
• Create and maintain a daily schedule for service technicians, ensuring efficient routing and minimal downtime.
• Monitor and adjust schedules in real-time as new service requests come in or as emergencies arise.

Record Management:

• Maintain accurate customer records, including contact information, service history, and equipment details.
• Document customer interactions and service outcomes in NetSuite/ServicePro.

Parts & Inventory Coordination:

• Work with the Warehouse department to ensure availability of necessary parts for each job.
• Coordinate with the Purchasing department to expedite part deliveries when needed.

Problem Solving:

• Address customer concerns or complaints and work to resolve service issues efficiently.
• Provide support to technicians in the field if unexpected issues arise.

Emergency Response:

• Act as the primary point of contact for emergency service requests, dispatching technicians on a priority basis.
• Keep customers updated on the status of emergency repairs.