Service Coordinator

 

ROCHESTER | BUFFALO | ALBANY

Headquarters:  175 Akron Street, Rochester, NY 14609

www.siewertequipment.com

 

 

Position Title:   SERVICE COORDINATOR

 

Date:   September 2008

 

Position reports to:  Manager, Service Department

 

Location:  Rochester, NY

 

Department:  Service

 

 

 

1) PURPOSE AND OBJECTIVE:

 

The Service Coordinator will provide technical, administrative, sales and marketing support to our Service Organization for a wide variety of pumps, blowers, motors, mechanical seals, electrical controls, and related equipment. 

 

Siewert Equipment is a leading distributor of Pumps, Mixers, and Fluid Process Handling Equipment in the Industrial and Municipal markets.  The Service Department offers MECHANICAL and ELECTRICAL services to support installation, start-up, testing, maintenance, trouble-shooting, and repair of products specific but not limited to the major pump manufacturer’s that we represent.  Our services include both in-house and field service to support Industrial and Municipal customers throughout upstate NY.

 

This role requires a motivated individual with a high degree of technical expertise, computer proficiency, and customer service skills.

 

 

2) KEY RESPONSIBILITIES:

 

Support the day-to-day operations of the Service Department and assists the Service Manager to develop and execute plans and work practices consistent with department objectives.  Specific roles and responsibilities include:

 

· Technical resource to customers and service technicians

 

· Direct responsibility for:

§ In house Repair process coordination

§ Prepare estimates and written proposals for in-shop repairs and field service work

§ Warranty services

§ Growth & Execution of Planned Service Agreement Programs

 

· Facilitate the in-shop service & repair process to minimize days-to-quote and optimize value to customers.  Assist service technicians to ensure evaluation findings and repair work is well documented and relevant details are properly communicated to customers.  Where appropriate, prepare failure analysis reports.

 

· Prepare service quotations for technical services including in-shop & on-site repairs, training, and planned service agreements; and execute a quotation follow-up process.

 

· Oversee a Planned Service Agreement program including proposal preparation, scheduling, ensuring proper execution of work, professional data sheets, quote recommended repairs, and coordinate annual renewal processes.

 

· Assist service coordinator and shop supervisor with day-to-day scheduling and coordination of service work.  Cross train to fully support job card preparation, scheduling, time sheet management, billings, etc.

 

· Lead various projects to improve service processes, upgrade service facilities, and maintain a World Class service operation:

§ Electronic data – Implement electronic processes to minimize paper files and leverage our use of digital photography.

§ Facility Improvements – Safety, lighting, quality of work place, organized work stations, on-site testing capabilities, service vehicles, tools, etc.

§ Marketing - various initiatives.

 

· Establish and maintain an electronic library with all service related forms, service manuals, start-up records, planned service agreement records, etc.

 

· Inventory management of:

§ Tools and shop supplies

§ Reconditioned equipment and exchange programs

§ Special tools & equipment (storage, service agreements, calibration records, etc.)

 

· Consistently connect with customers, build positive relationships, promote service, and represent Siewert Equipment in a professional manner.

 

· Maintain a clean, organized & professional work environment.

 

 

3) SKILLS & QUALIFICATIONS:

 Education:  College degree preferred.

 Computer skills:  High level proficiency with Microsoft Office including Excel, Word, Access, PowerPoint, and Publisher required.  Data analysis experience preferred.

 Professional Customer Service Experience preferred.

 

· Effectively communicate with a broad array of customers including engineering, maintenance, and purchasing staff.

 NYS driver’s license and ability to drive without restriction.

 

 

4) COMPENSATION AND BENEFITS:

 Salary:  $10.00 - $16.00 per hour; in accordance with education & experience.Existing benefits for full-time employment include:Annual bonus program based on business and personal performanceRetirement Savings Plan401KLife InsuranceLong-Term DisabilityMedical Insurance – Blue Healthy Choice – employee/employer contributionMedical & Dependent Care Flexible Spending Accounts availableVacation