Service Coordinator

About This Role

This Service Coordinator role performs administrative functions for the Field Service Department, focusing on the final review and closing of work orders and associated documentation. Key responsibilities include communicating with customers to obtain purchase orders and critical information.

Responsibilities

• Perform general secretarial duties: typing, filing, copying, telephone coverage, mail, greeting and assisting customers
• Serve as the Field Service Department's main point of contact for closing work orders
• Communicate with Technicians and other departments to close open items on work orders, document mileage charges, and validate warranty coverage
• Perform final review of invoices prior to sending to customers
• Estimate customer costs and contact customers for purchase orders
• Track work orders for aging and follow up with Supervisors and Technicians to ensure timely invoicing
• Complete the coding of expense sheets and process outside purchase orders
• Order parts and complete Performa invoices, collecting COD invoices
• Update COD jobs daily to ensure all time, outside work, parts, and shop supplies are applied
• Code and process invoices for field service departments and assign time to specific jobs
• Verify all time is accounted for by checking labor recap and completing payroll sheets
• Maintain all DOT files and complete accident reports
• Assist the service manager in preparing for staff meetings, budgets, and objectives

Requirements

• High school education or equivalent
• 3+ years customer service experience or equivalent
• 2+ years experience in an engine or heavy equipment service facility (preferably with Caterpillar)
• Excellent communication skills (verbal, written, listening, non-verbal)
• Ability to respond promptly, thoroughly, and professionally to requests, suggestions, and complaints
• Solid understanding of work area metrics corresponding to departmental dashboard
• Excellent customer service skills with a sense of urgency
• Excellent computer skills, including Word, Excel, and database systems
• Ability to work for the mutual benefit of the team, seeking agreement and solutions
• Ability to work with minimum supervision
• Excellent knowledge of the product market with strong knowledge of product and Caterpillar influence
• Ability to project professionalism with internal and external customers
• Solid understanding of Caterpillar equipment and product market
• Outstanding computer skills including MS Office suite as well as CAT PC and main frame programs
• Analytic problem solving capability in applying policies, procedures, guidelines and laws (including OSHA and ISO regulations)
• Solid understanding of warranty process/procedures
• Strong mechanical aptitude

Qualifications

• High school education or equivalent
• 3 years customer service experience or equivalent with two years experience in an engine or heavy equipment service facility

Skills

* Required skills