What are the responsibilities and job description for the Service Dispatch Coordinator position at Industrial Battery Products?
POSITION SUMMARY:
The Service Coordinator – Reactive Services is responsible for working closely with branch personnel and customers to ensure the efficient scheduling, documentation, and billing of service-related products and reactive repairs.
This role requires strong organizational skills, problem-solving abilities, and the ability to build relationships with IBP personnel and customers to deliver reliable and responsive service support.
CLASSIFICATION:
- Non-exempt, hourly position
- Full-time
- Day shift
- Reports to the Service Manager
ESSENTIAL FUNCTIONS:
Scheduling & Coordination:
- Record all service calls received via phone and email in Wello.
- Assign and schedule service calls for technicians through Wello.
- Maintain Wello schedule to meet customer needs and optimize technician efficiency.
- Coordinate with the Proactive Service Coordinator on technician scheduling.
- Manage technician work schedules, ensuring efficient job assignments.
- Communicate progress of in-house repairs, incoming repairs, and pre-scheduled field service projects with DCPPs.
Documentation & Record-Keeping:
- Review all open work orders in Wello to ensure timely completion.
- Process all incoming Wello documents for billing in SAP B1.
- Complete the Daily Activity Report.
- Maintain records of completed service calls and track warranties.
- Review service report analysis of completed tasks to ensure efficiency and accurate reporting.
Billing & Financial Processing:
- Complete invoicing for all in-shop service work once the sales order has been prepared by the Service Manager.
- Quote field service repairs to customers or DCPPs, depending on the customer and situation.
- Process warranty claims, including charger warranty documentation and EPM paperwork.
- Handle charger warranties, including quoting, ordering parts, processing RMAs, shipping parts back, and invoicing.
- Research information in SAP B1 and provide timely resolutions to customers and internal departments.
Inventory & Equipment Management:
- Coordinate with the Inventory Coordinator in organizing parts and supplies for field services.
- Track the progress of in-house repairs and service jobs in coordination with the Service Manager and Shop Foreman.
Safety & Compliance:
- Ensure compliance with IBP’s safety policies and procedures, reporting any unsafe conditions.
JOB REQUIREMENTS:
- High school diploma or equivalent.
- Ability to pass a background check, including criminal, credit, and motor vehicle reports (state-dependent).
- Ability to pass a drug screening prior to hire.
PHYSICAL DEMANDS:
- Work primarily in a professional office setting.
- Regularly required to sit, stand, walk, talk, and hear, both in person and via phone.
- Frequent use of hands to operate office equipment, reach with arms, and handle paperwork.
- Ability to lift up to 25 pounds.