Service Department Operations

POSITION SUMMARY

Perform computerized paperwork and operate tracking systems for a manufacturer of commercial and industrial refrigeration and HVAC equipment. Fill out and route service and warranty parts orders, service purchase orders, and invoice tracking. Find and disseminate information from job files or pre-existing service and maintenance files to internal and external customers. Creates and maintains databases and uses knowledge of databases to provide information to other departments within the organization.

ESSENTIAL FUNCTIONS 

Reasonable Accommodations Statement 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Essential Functions Statement(s) 

• Work in a fast-paced, complex, and demanding work environment.
• Research and determine replacement part stock numbers and prices. 
• Receive and fill telephone and online orders for parts.
• Receive and route telephone and online requests for service support.
• Interact with customers to collect appropriate information for use in service and parts calls. 
• Process service parts orders, including tracking down, via phone or email, the required information to do so.
• Process service purchase orders going to customers as well as receiving invoices and processing payment paperwork.
• Receive information from customers, find the appropriate paperwork in job files, and send the information to customers properly.
• Assist in making copies of diagrams for field changes.
• Actively search out methods of improving existing systems and formulating plans for future systems to increase department efficiency.
• Revisions to and writing of departmental policies and procedures.
• Creation and development of databases and metrics systems for departmental and interdepartmental use.
• Creation and development of documents for use with external customers. Spelling, grammar, and an ability to type quickly and accurately are necessary.
• Use of Excel/Access to develop databases and tracking systems.
• Gathering, scanning, and processing of service, startup, and warranty information.
• Assisting with scheduling and paperwork for startups and service visits.
• Other tasks at the Manager's discretion, including duties not expressly described herein.

 POSITION QUALIFICATIONS 

Competency Statement(s) 

• Personal Accountability - The ability to take responsibility for doing and improving work without offering excuses. This competency asks the question: "How well do you take ownership for work rather than offering excuses?"
• Conscientiousness - The ability to consistently follow Company rules, policies, and procedures to assure a positive, productive, and safe work environment for self and coworkers.
• Consensus Building - The willingness or ability of the individual to interact with others both within and across departments resulting in-group solidarity, mutual trust, and agreement or solution. This competency asks the question: "How well do you work with others to solve problems and agree on a common goal?"
• Willingness to Learn - Eagerness or sense of excitement the individual brings to the opportunity to learn new skills, apply acquired skills and knowledge, or reach a new goal. This competency asks the question: "How eagerly do you approach new tasks or challenges?" and, "How well do you take constructive feedback?" 
• Coaching and Development - Coaching and development look at the ability of an individual to provide guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. This competency asks the question: "How well do you identify and help others to improve their knowledge or skills?"
• Relationship Building - The ability of the individual to establish and maintain good communication and cooperative relationships with both internal and external customers by acting in a respectful, fair and considerate manner. This competency asks the question: "How well do you seek a win-win solution through a process that recognizes each party's core needs?" 
• Reliability - The ability of the individual to be dependable, trustworthy, and produce deliverables accurately, error-free, and on time. "How dependably and efficiently do you perform your work and evaluate the quality of work before passing it along?" 
• Adaptability - The extent to which an individual recognizes and organizes the parts of an issue systematically; to think in ways that produce something new or which lead to novel ideas to improve processes in response to a changing work environment. This competency asks the question: "How readily do you adapt your work processes or ways of thinking to anticipate needed changes?" 
• Business Acumen - The ability of the individual to understand the business model of the Company. This includes insight into what the Company makes, its purpose and its place in the industry, who our customers are, and why we offer our selection of products and services. This competency asks the question: "How well do you understand the value the Company offers to the market?" 

 SKILLS & ABILITIES 

Education: High School Graduate, Associates Degree, Technical School, or life experience with computer skills.
 

Experience: High-value critical thinking tasks such as formulating and implementing policies, procedures, and databases. Typing experience with an ability to type quickly and accurately. Must have very good spelling and grammar skills. Must be methodical and precise with the ability to coordinate complex and fast-moving tasks and information chains.

Computer Skills: High, including Excel, Word, Access, AS400, and Outlook. AS400 can be learned as OJT.

Certificates & Licenses: None; however, certifications or licenses on Microsoft Office are preferred.

Other Requirements: A professional work ethic. Hard work is expected and required.  Patience is a required attribute, along with a pleasant disposition, self-motivation, and desire to learn and improve. This position requires an ability to self-start and the desire to learn and constantly improve to better oneself and the department. The person in this position must have the confidence to ask questions, learn from mistakes, and use them to grow constructively, knowing that accepting errors and finding ways to prevent them in the future is a primary goal and a positive attribute. The ability to thrive in a fast-paced, stressful environment while maintaining a positive attitude is also key to making the department run cohesively and successfully. Personnel in this position are expected to be on time every day. Overtime is required when the job demands it.

PHYSICAL DEMANDS 

 Other Physical Requirements 

Vision (Near) 

Sense of Sound (Audible Voice) 

Ability to wear Personal Protective Equipment (PPE) (Safety Glasses) 

 WORK ENVIRONMENT 

Office environment for a manufacturing company. Frequent visits to the factory floor for training and paperwork routing are required.

Prepared by: Robert Dollarhide____________ Date: _02/07/19_____ 

Approval Signature:_____________________ Date: ______________ 

The Company has reviewed this job description to ensure that essential functions and primary duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional procedures and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment. The Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.