Service Coordinator Critical Power

POSITION SUMMARY

Provide all aspects of service coordination for customer accounts for the Computer Protection Technology (CPT) department of the Critical Power Solutions Division (CPSD).

ESSENTIAL FUNCTIONS

• Plan, organize and schedule repair services, contracted maintenance, parts replacement and warranty work with customers, sales representatives, and service technicians. Maintain and update the CPT service calendar including scheduled fieldwork, emergency services and technician availability.
• Develop business opportunities and enhance the customer experience by quoting replacement parts and labor projects.
• Prepare and present quotes to customers.
• Obtain cost estimates from vendors for services and parts.
• Create and process service orders for parts, labor, and service contract maintenance.
• Create and distribute work orders for repair services, contracted maintenance, parts replacement and warranty work to technicians. Order third-party equipment, performing scheduling, and create work orders for site testing and/or start-ups.
• Work with contract managers to ensure preventative maintenance is completed according to schedule.
• Track and confirm that all services have been completed, paperwork submitted, and expenses posted to ensure completion of work to close orders. Prepare service orders for invoicing or crediting by Accounting.
• Collaborate with CPT salespeople, logistics and customers to arrange deliveries of large shipments.
• Ensure technicians have proper credentials and meet safety requirements for access to assigned job sites.
• Further the goals and a positive image of Computer Protection Technology by conducting business with other MEPPI departments, customers, and suppliers in a timely and cooperative manner.

QUALIFICATIONS

• EDUCATION/SPECIAL SKILLS/EXPERIENCE/TRAINING:
• Associates degree in business or related discipline with 3 years of experience in sales, customer service or sales support in a service related industry, or equivalent education and experience.
• Ability to manage multiple priorities and meet deadlines.
• Intermediate call center, collections or related experience with customers.
• Intermediate interpersonal and communication skills required to communicate with customers and employees.
• Intermediate computer skills with emphasis on MS Office products, ERP/MRP and CRM systems.

Tagged as: call center, Customer Experience, customer service, PHP, Sales Representative