What are the responsibilities and job description for the Service Specialist I position at Eagle Mark 4?
Service Specialist I
Location: Northwood, Ohio
Reports To: Service Account Supervisor
Contact: Sarah Kauffman | Sarah.Kauffman@gncoinc.com | 216-906-2240
JOB SUMMARY
The Service Specialist I acts as the primary link between our service team and customers, ensuring all repair estimates are presented professionally and fairly. This role involves managing moderately complex tasks, conducting analytical assessments of terminal tractors/yard trucks, and clearly conveying detailed repair information to clients. The Service Specialist I also generates reports for analysis and communicates any quotes or business system issues with leadership.
ESSENTIAL FUNCTIONS
- Process quotes from initial request to final invoice, ensuring accuracy, timely completion, and proper documentation.
- Use technical expertise to create precise and comprehensive repair proposals that address the root cause of customer requests.
- Adjust proposals as customer needs evolve throughout the process.
- Present proposals to customers promptly and professionally.
- Elevate approved proposals to the Service Account Supervisor and ensure timely job completion.
- Strive for a positive labor variance by collaborating with technicians to complete repairs efficiently.
- Maintain an accurate quote log, documenting details such as service dates, work orders, quote numbers, customer information, sale status, and job variances for performance analysis.
- Troubleshoot customer issues, providing resolution recommendations and escalating when necessary.
- Communicate with the Sales Department regarding customer concerns that may impact satisfaction with Towlift services.
- Identify system processing issues, conduct root cause analyses, and recommend improvements.
- Collaborate with team members and managers to implement business improvements and enhance operational efficiency.
- Assist in developing and maintaining process documentation and training for less experienced team members.
- Maintain consistent communication with customers, keeping them informed about work status and relevant account information.
- Act as backup to Service Account Supervisors, assisting with their responsibilities as needed.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent. Vocational or technical certification preferred.
EXPERIENCE
- Two or more years of technical experience in a parts and/or service technician role.
- Prior experience servicing terminal tractors/yard trucks preferred.
ADDITIONAL REQUIREMENTS
- Proficiency in Microsoft Office Suite.
- Ability to work independently while effectively prioritizing tasks.
- Strong attention to detail.
- Ability to interpret and communicate technical information clearly.
- Excellent written and verbal communication skills for conveying information to both internal and external customers.
- Strong project management and organizational skills.
Eagle Mark 4 is an equal opportunity employer, all applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud employers of Veterans, helping them to navigate the transitions of life and reach their fullest potential.
