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Service Coordinator

Englewood, NJ 07631

Posted: 12/24/2018 Employment Type: Contract to Direct Category: Aircraft Mechanics and Service Technicians Job Number: 79523
  • The Service Coordinator is accountable for coordinating, monitoring, and improving field service activities and effective service call execution by the Service Technicians, including service call timeliness; providing support and guidance to service personnel who perform onsite routine services including installation, maintenance, and repair; and ensuring that field services are effective, and customers’ requirements are met and all service activities are properly documented.
  • Additionally, the Service Coordinator is responsible for all follow-up aspects including warranty validation and replacement parts ordering.

Essential Accountabilities/Responsibilities include the following:
  • Receive and answer customer calls and e-mails, billing inquiries, customer parts requests, availability and pricing questions from customers and technicians, and customer history inquiries from techs
  • Record and schedule all service calls
  • Daily dispatch of Service Technicians
  • Daily contact with techs for progress and status of work
  • Formulate weekly service schedule
  • Formulate monthly schedule for service and maintenance contracts
  • Extract recommendations from weekly service invoices to be utilized for follow-up work and as a basis for the Service Manager to be able to write quotations for the work
  • Coordinate parts to be returned
  • Work in cooperation with our warehouse employees to identify, mark, put away, and log parts received
  • Set up maintenance contracts and assist in the preparation of service billing
  • Answer the phones for the service dept. and general office when receptionist is out of the office miscellaneous. filing, typing, etc.
  • Coordinate with distributors and manufacturers regarding warranty claims
  • Coordinate truck service appointments and truck logs
  • Maintain service dept. vacation calendar
  • Cross-check service and installation department employees’ weekly time sheets against weekly GPS reports for accuracy
  • Administer GPS program for vehicle tracking and coordination with GPS vendor for installs and removals of units for vehicles
  • Document all incoming requests for equipment service via a service ticket and technical support from customers
  • Communicate the expected service call lead time to customers
  • Schedule follow-up for technical support requests and execute as required
  • Schedule engineering assistance for technical support as required and coordinate with customer
  • Ensure that supporting follow-up paperwork is completed by Service Technicians such as parts requests or that additional support requirements are provided on the next visit
  • Schedule secondary visits with customers and ensure follow-up is executed for service call completion

Parts Requests and Inventory Management
  • Order parts and coordinate with Service Technicians so they know the parts order status
  • Ensure that completed parts requests are fulfilled in a timely manner in conjunction with secondary service calls
  • Ensure that any parts replaced under warranty are forwarded to group department for disposition, if required
  • Use part replacement history to maintain replacement part inventories that reduce the part acquisition lead time for customers
  • Coordinate replacement part inventory requirements with Purchasing

Key Performance Parameters
  • Ensure effective service call execution with minimal rework
  • Maintain replacement part inventory that maintains the replacement part lead time at less than 2 days > 90% of the time
  • Provide periodic feedback to Service Manager regarding Service Technician performance and training requirements

Required Knowledge, Skills, and Abilities
  • Must have a minimum of 5 years of experience coordinating service calls and maintaining part inventories
  • Must be able to evaluate Service Technician behavior, skills, and training needs
  • Must be able to demonstrate leadership in both the coordination of calls and day-to-day directing of Service Technicians
  • Must have excellent interpersonal/customer service skills
  • Must be self-motivated to continually lead the field Service Team
  • Must have excellent verbal and written skills and demonstrate said skills in the use of standard office tools such as Microsoft Word, Excel, and Outlook
  • Must have the ability to train technical staff
  • Must be able to implement business policies and procedures
  • 2- to 4-year Technical Degree or Experiential Equivalent preferred

Traits / Competencies Required
  • Excellent communication skills
  • Self-motivated and able to manage time
  • Attention to detail
  • Troubleshooting skills/fault isolation and identification
  • Electrical aptitude
  • Mechanical aptitude
  • Basic hydraulic aptitude
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