PRIMARY PURPOSE: Responsible for communicating and coordinating customer repair requests, providing estimates for the cost of repairs within set guidelines, and assisting the Service Manager with other clerical duties. Maintains the highest quality standards of professionalism in serving the customer and identifying their needs.
Essential Duties include the following. Other duties may be assigned.
Assist with scheduling and assigning jobs and work areas to Field Technicians according to their skill and knowledge to promote quality, productivity, and profitability.
Follow the status of work to ensure timely completion.
Open repair orders.
Search for open recalls, campaigns, or warranty.
Look at previous repair history for recent related repairs.
Gather needed information if repairs made are warranty.
Gather needed information from customer, including payment method, timeline for repairs, preferred contact method and time, and complaint or conditions of equipment.
Review work with the customer to determine all related problem areas and communicate concerns to customer.
Write and provide accurate estimates of time and cost to customer.
Create stories for work orders with repairs, made for customer viewing.
Audit work orders prior to customer billing.
Answer incoming phone calls.
Contact customers regarding previously ordered parts and/or repairs to schedule further repairs as needed.
Maintain and create good customer and internal relationships.
Maintain a professional image at all times.
Expected to follow the Company's safety rules and safety policies.
SKILLS & EXPERIENCE:
Excellent interpersonal, leadership, and communication skills.
Basic understanding of mechanical components and associated repair preferred.
Ability to read and interpret documents.
Ability to write and speak effectively.
Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions, and decimals.
Valid driver's license with dependable transportation and a clean driving record.
Microsoft Office experience.
High school diploma or GED.
Oral communication over the phone and in person.
Ability to view a computer monitor.
Standing, climbing, stooping, squatting, walking, and reaching for long periods of time.
Occasionally lift and/or move up to 50 pounds.
The work environment for this position is varied due to the differences in our work site. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic and outside weather conditions.
Exposed to some outside weather conditions.
Noise level is usually moderate to very loud.
Some evening hours and weekends may be required.
Full Benefits, including medical, dental, vision, life insurance, 401(k) with company match.
Energetic and transparent work environment and great company culture. Driven, motivated, and talented support team.
Ongoing training and professional development opportunities.