Aftermarket Service Coordinator, Surrey BC

Reports to

Regional Service Manager

Summary

This position is responsible for a wide variety of duties including Service Writing, Warranty & Rental Administrative support. The Service duties include coordinating the day-to-day planning and customer contact for the Surrey location Service department.

Core Competencies

  • Customer Focus
  • Communication
  • Team Work
  • Time Management and Self-starter
  • Adaptability / Flexibility and a dependable nature
  • Decision Making & Judgment
  • Planning & Organizing
  • Problem Solving
  • Accountability & Dependability
  • Ethics & Integrity
  • Confidentiality

Job Duties

  • Coordinate the work and schedule of the local shop and field service technicians, along with advanced planning schedule for repairs and maintenance
  • Key communication contact for local service department with support of Chargehand and Branch Manager
  • Help coordinate toolbox meetings with Chargehand and coordinate with the other departments daily
  • Responsible for Service work order processing and invoicing for local branch, along with Rental and Internal work order processing for region (warranty/internal/monthly)
  • Manage WIP (work in process) for local location, warranty/OEM, and rental jobs
  • Responsible for administering Rental Contracts to business system, and helping to coordinate local freight for same
  • Machine inspections, reports to inside and outside of the company as required such as insurance company repairs or OEM requests
  • Invoice rental billings as per duration and as directed by Rental Manager
  • Verity data, G/L coding and customer payment methods prior to invoicing
  • Type forms, letters, reports & memo’s as necessary
  • Organize, maintain & coordinate Service records & files in their proper locations
  • Promoting/assisting with the creation of Service specials & Promos in conjunction with OEM special offers, via e-mail, letter, fax or telephone
  • Service customer follow-up calls as directed by the Service Manager
  • Contact region branch staff prior to warranty end date & assisting the Service Manager in same
  • Customer follow up calls after service work completion
  • Support Service manager in completion and tracking of campaigns/PIP jobs with OEM
  • Practicing & enforcing company Safety policies
  • Assisting with Parts & Service A/P as required
  • Support Service Manager in follow up, appeal, and tracking of any OEM projects as req’d
  • Ensure compliance with company safety, policies, efficiency goals and “on time” goals
  • Provide input on personnel issues or related regarding service team to management

Requirements

  • Two or more years of technical administrative experience and/or Service writing related (post-secondary education an asset)
  • Basic technical or mechanical understanding is a definite asset
  • Strong knowledge of general office procedures and service processes
  • Strong business writing and grammar
  • Understanding of tooling and supplies and technology used in machinery or related industry
  • Intermediate knowledge of Microsoft Office software, including Excel, Word & PowerPoint
  • Able to maintain filing systems & basic databases
  • Excellent analytical & problem solving skills
  • Meticulous records maintenance skills and multi-tasking skills
  • Superior telephone manners & strong interpersonal skills
  • Strong written & verbal skills to communicate with all levels of the organization & its executive team

Work Conditions

  • Ability to work in a multi-task environment
  • Overtime as required/Flexible schedule during busy times
  • Occasional travel for support meetings may be requested