What are the responsibilities and job description for the Service Coordinator position at Quinn Company CAT?
SUMMARY The Service Coordinator has primary responsibility for customer and technician communication, keeping current with the job status and communicating this status to the customer daily.RESPONSIBILITIES• Coordinates dispatch of field or shop technicians to work locations.• Technician time reconciliation in Kronos vs. DBS• Reviews work in process, updating changes as they occur.• Maintains and expedites work orders and coordinates work flow.• Communicate work order status with the Customer Service Communicator.• Responds to requests for service and assistance; meets commitments.• Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.• Demonstrate professional communication with internal customers.• Order Caterpillar parts per customer job.• Actively quotes and sources parts from external vendors.• Manage and analyze WIP (work in progress) process and report. Identify whether it’s a warranty issue or involve another department/outside vendor to do repairs or additional upgrades.• Provide customer with Time & Material estimates as needed.• Authorize technicians to purchase parts from outside vendors with or without a Quinn P.O.• Responsible for obtaining method of payment including cash transactions.• Maintenance of work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns.• Manage work order collection issues and proactive responses to prevent write-off’s.• Possess a general Machine and Weld Shop Product Support knowledge.• Support all branches for service requirements as required.• Perform other duties as assigned by management and may be assigned to provide services outside of normal working hours during the week or on the weekend when unexpected needs surface.• A fit with Quinn Company’s performance driven culture and values of Integrity, Teamwork, Respect, Quality and Service.QUALIFICATIONS High school diploma or general education degree (GED) and 1 – 2 years related experience and/or training; or equivalent combination of education and experience. Customer service experience preferred. Must be proficient with MS Office software such as Excel and Word. Company DescriptionOur history began in 1919 when Quinn Company supplied the Killifer Disc and Holt Tractor to the Fresno area farmers in their quest to develop the great San Joaquin Valley into the worlds richest agricultural region. In 1925, when Holt and Best Tractor Company merged to form Caterpillar Tractor Co. (now Caterpillar Inc.), Quinn became its dealer in the Fresno and Madera County area. Since then, we have expanded through acquisitions and grown along with the economy of California.Now in our fourth generation of family ownership, our operations span fifteen counties throughout central and southern California, including Arizona. Quinn now has 25 locations from Salinas to Foothill Ranch with more than 1600 employees to serve our customers.We are proud of the success we have built with the help of our customers, our employees and Caterpillar.www.quinncompany.com
