Service Coordinator, Power Systems

The Service Coordinator is the hub of operations in the Service Department. Manages the overall schedule of jobs and technician assignments, which includes taking customer service request calls, preparing quotes, identifying and qualifying service needs, opening workorders, assigning jobs to the appropriate technicians, maintaining contact with customers regarding job status, handling change orders, reviewing timecards and service reports, and closing workorders. Ensures quality customer service activities designed to enhance sales volume and excel in customer satisfaction. Ability to deal with multiple activities, while maintaining an excellent "can do" attitude is a must. Requires superb customer service skills, salesmanship, and the ability to see solutions in every situation. Good mechanical/electrical knowledge is essential. Administrative expertise and computer skills are required.

Handles incoming service request for Power Systems Division, (Electric Power, Industrial, Marine, & Locomotive).
• Schedules service visits with customers and maintains overall daily technician schedule.
• Primary contact for field technicians with regards to workorder scheduling/execution. Ensures that techs have all the resources, tools, parts, and equipment to successfully accomplish every job.
• Assist technicians with pre-planning of jobs, as needed.
• Primary contact with customers for setting appointments, changing appointments, quotes, and advising of work progress and job status.
• Service Coordinator works to minimize technician expense hours.
• On initial service call, Service Coordinator solicits necessary machine information, qualifies and quantifies service needs, equipment operational complaints, time requirements, urgency, potential parts needed, etc. Maximize all parts and service revenue opportunities.
• Open workorders, assign work to technicians, coordinates parts needed to perform required work.
• Reviews technician service reports for proper reporting and compares to workorder to ensure accuracy. Also, look for incremental service opportunities to pursue.
• Handles additional work items recommended by technicians, quotations, and change orders with customers.
• Create repair quotes and maintain a great customer relationship to maximize closure rate on quotes.
• Responsible for ensuring that equipment information is accurate & up to date in business systems.
• Reviews timecards for correct workorder/segment#, correct time, data entry mistakes, etc.
• Review technician performance in relationship to flat-rate jobs and TRG's. Performance deficiencies to be reported to the Service Manager.
• When work orders are complete, review service report, parts, labor, and miscellaneous line items are accurate. Close out work order and invoice.
• Work with Service Manager to improve overall service processes and customer experience.
• Support Sales Department Project Management teams regarding all requirements for new equipment startups and testing. (i.e., special quotes, forms, specifications, coordination, job site inspections, etc.)
• Advise Service Manager about any customer, employee, or procedure issues. Keeps Service Manager & Technical Communicator informed of any developing product health issues or potential Cat Goodwill/Policy claims.
• Monitors training needs of technicians and reports training opportunities to Service Manager.
• Maintains knowledge of product warranty procedures and that warranty guidelines & factory requirements are being applied.
• Maintain monthly walk-through visits monthly with the commercial technicians and participate in the weekly commercial field tech touchbase meetings.
• Performs other duties as assigned.

• Personnel supervisory experience necessary.
• Demonstrated prior leadership capability.
• The ability to express ideas and influence others in a positive manner to accomplish work goals.
• Must have an outstanding positive attitude
• Adequate knowledge of Caterpillar recommended maintenance schedules and technical experience to support parts and service sales. Sales experience a plus.
• Ability to perform general math is required.
• Knowledge of engine-generator and associated equipment repair is necessary.
• Should have PC experience with MS Excel, Word, and general computer literacy.
• Excellent communication skills (verbal and written) and customer service skills necessary.
• Must be willing and able to work after hours and take after-hour service calls to assist customer needs
• High School Diploma or equivalent is required.
• Must have a valid driver's license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

This position works in an office and warehouse/shop environment. May on a continuous basis walk, bend and lift up to 25lbs. May be required to wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The noise level in the warehouse/shop environment is usually moderate to high and office environment noise level is usually moderate to low. May intermittently sit at a desk for a period of time to answer telephone calls and write or use a keyboard to communicate through email. Must be flexible to work varying schedules and hours as needed. Occasional travel to customer job sites may be required. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Work for Altorfer?

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is crucial to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.