Job title:
Service Coordinator
Location:
HAC-Livermore, CA
Reports to:
Service Operations Manager
Summary of the position:
This position is responsible for all incoming phone calls and emails from end users, technicians and other company personnel relating to requests for service. Key functions will include reviewing, reconciling, processing, and closing out field service and shop operations jobs / projects. Further, will support scheduling projects and service technician assignments. Goal is to facilitate the closing jobs through collection of required information from service technicians or elsewhere, to ensure invoicing is completed in an expeditious and timely manner.
Duties and responsibilities:
- Responsible for answering incoming calls to the service department.
- Handle internal and external customer inquiries as they pertain to specific work orders, jobs, projects
- Prepare service quotes based on internal and external customer needs
- Scheduling Service Technicians for service jobs and projects with a goal to achieve 85% billable rate or higher.
- Scheduling service visits to ensure we meet our PM Agreement commitments.
- Coordination of the calls with the customers verbally and through email on a continuous basis to ensure we are meeting the customer’s expectations, and they remain informed as projects and service jobs progress
- Responsible for closing field service and shop jobs / projects:
- Capturing ALL required information (service labor hours, parts consumed, costing) for each service / shop job
- Reconciling work orders against actual costs
- Submitting completed work orders to accounting for processing of invoices
- Assist scheduling field and shop technicians to specific jobs or projects
- Input work order data into ERP system
- Track assigned projects – ensure completed timecards, work orders are submitted from technicians in a timely manner
- Work with Parts Coordinators to determine costing and availability of outsourced parts in order to quote and schedule work
- All other duties as required to support superior customer satisfaction
- This is a dynamic position as responsibilities may be added or removed as necessary
- Communication with all departments within the HAC will occur on a regular basis. The depts include Parts, sales and will be expected to assist in covering for other team members when the need arises
Education:
Professional experience:
- Minimum of 3 years’ experience with administration functions
- Proficiency in Microsoft products
Key behaviors:
- Process driven – assertive
- Self-starting
- Analytical thinking
- Demonstrated ability to solve problems with customer satisfaction as a focus
- Excellent communication skills both verbal and written
- Ability to multitask – manage multiple projects
- Goal-oriented
- Customer-focused
- Drive to succeed
- Team player
- Field Service Experience on Sullair products a plus
- Familiar with SAP ERP & Salesforce CRM a plus
Direct reports:
The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.
This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.
Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.
