Supervisor Service Coordinator

We are Wolverine Power Systems, a leader in industrial power solution sales, service, and rentals.

Powering Michigan since 1997, we pride ourselves on an ongoing tradition of providing excellent products and outstanding service for our customers. We are a full-service distributor of Generac equipment and solutions providing sales, service and rentals.

The Supervisor Service Coordinator role is responsible for providing oversight of the Service Coordinator team. In addition to leading the Service Coordinator team, this role is responsible for creating jobs, answering incoming service calls, quoting recommended service repairs, reporting on service department jobs and completions, new contract and renewals processing, and managing overall administrative workflow between the service and parts department. This role is responsible for maintaining a positive team environment within the Service Coordinator team. This role requires a high level of customer interaction.

Responsibilities:

• Ensure timely scheduling and follow-up of work to achieve maximum efficiencies and customer satisfaction based on job status and company procedures.

• Monitor for consistency of task completion within the service coordinator team and coordinate with other Service Coordinator Supervisors.

• Ensuring jobs/work orders are completed on time and within quoted amounts and timeframes

• Invoicing completed work orders while monitoring GP goals

• Receive service quotes from Operations Department and service customers according to established service quote procedures

• Quoting service repair jobs and recommended repairs

• Weekly Reporting of Invoicing, Receivables and Expenses of Service Department

• Maintain an up-to-date knowledge of generator system technology, including competitive industries

• Interact with customers on a regular basis regarding service needs, confirmation of appointments, service quotes, approval for work, and follow-up needs.

• Research and reply to customer disputes.

• Oversee scheduling of startups in branch service area.

• Confirm availability of parts and special equipment required for successful completion of service job.

• Perform Service Coordinator duties as needed, including but not limited to: Schedule all field and service maintenance and repair of industrials, residential, and portable generators according to established dispatch procedures to ensure timely and accurate schedules of work.

• Support of other Service departmental roles on an as needed basis

Minimum Job Requirements

Education: Associates or Bachelors degree in related field (or equivalent experience)

Work Experience: 1-2 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.

Knowledge / Skills / Abilities

• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel)

• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.

• Incorporate time management skills by prioritizing work assignments.

• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.

• Must be able to handle high-pressure situations.

• Must have strong attention to detail

• Customer satisfaction and mediation strategies.

• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Preferred Job Requirements

Education:

• Bachelor’s Degree in Business; Degree in Diesel Technology or a related field

Work Experience:

• 2-4 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.

Knowledge / Skills / Abilities

• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.)

• Proficiency in schematic and service documentation

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”