Sr. Service Parts and Warranty Coordinator

Description

Position:  SR Service Parts and Warranty Coordinator  
Location:  Hayward & Rohnert Park

Classification:  Non-Exempt 

Reports To:  Operations Manager 

Job Summary 

The Sr Service Parts Coordinator will need to have extremely strong computer skills, great communication skills, strong commercial and industrial boiler parts procurement, and warranty experience. A team player to work within our Warehouse, Administrative, and Service Departments. This position will be based in our Hayward office and will be responsible for compiling and analyzing Service / Parts data while supporting the Field Service and aftermarket Sales departments, warehouse support, admin team, and daily internal communication. The employee must be able to work in a fast-paced environment, lead and thrive without constant supervision, and handle multiple tasks efficiently. Depending on workload, overtime may be needed to complete all necessary daily tasks.

Primary Responsibilities: 

• Resolve and identify administrative or service problems by coordinating preparation of reports, analyzing data, and identifying solutions. 
• Assist office administration and service department with any other duties as required for daily operations. 
• Allocate inventory items against all service jobs. Follow up with our inventory department to assure those inventory items are received to fulfill our Service jobs orders. 
• Miscellaneous filing of documents related to service jobs, such as work orders and/or material requisitions. 
• Ordering of all service parts against service jobs, posting and allocating them to the jobs, following up with vendor on shipment status of these orders to assure orders are acknowledged and parts are scheduled for shipment in a timely matter. 
• Responsible for monitoring all parts filters utilizing existing programs, CRM, and NetSuite. 
• Work with the Service Dispatchers and Warehouse to ensure parts are received for jobs before the scheduled service dates. 
• Process item request for all materials needed by our Service Department for the daily operations of the department. 
• Procure tools requested by technicians and approved by managers. 
• Issue Purchase Orders for all Service Vendors on behalf of managers and technicians while tracking and documenting all orders in NetSuite. 
• Monitor and Maintain technician truck stock inventory
• Monitor, maintain, and make recommendations for Hayward parts inventory. Coordinator Primary Job Duties: 
• Ordering all parts for quoted service jobs based on specific AM Sales Documentation. 
• Ordering all parts for T&M service jobs and T&M Recommended Repairs based on technician or Service Manager requests. 
• Support all AM Sales personnel with parts research (Pricing, Part Numbers, Availability) to quote jobs effectively on time. 
• Support Service Technicians with “Same Day” parts requests. 
• Backup Service Dispatch. 
• Backup Warehouse Manager. 
• Coordination of Parts for Service Projects and other duties as needed.
• Submit, monitor, and closeout all CB and Camus SDA’s (Service Department Authorizations) 
• Submit, monitor, and close all vendor RMA’s (Return Merchandise Authorizations) 
• Submit, monitor, and follow up on all service vendor missing parts requests. 
• Monitor NetSuite filters daily and Run NetSuite reports weekly. Use them to inform Dispatch, Admin, Warehouse, and Service lead’s on NetSuite.
  parts and warranty status. Inform admin on warranty jobs that are ready for billing. 
• Assist Dispatch to Forecast Workload based on parts availability. 
• Follow up on all pending and recommended repairs work with technicians and AM Sales. 
• Attend weekly scheduling meetings to Provide support to Service Manager, Leads, Dispatch, Admin, Warehouse and provide additional office support as necessary. 
• Assist with resolving billing issues with the Dispatch, Managers, and accounting department as needed.  
• After procurement of parts and materials add detailed notes in NetSuite for tracking as directed by SM and AM. 
• Closely monitor and own Parts Required and Parts Ordered filters. (Daily) 
• Review “Complete Filter” daily. Review all tech notes, equipment, parts, recommended repairs are correct, accurate and followed up on before changing job to “Complete Billing”. Verify Startup Reports, Combustion Reports and all other info is saved to H: Drive before changing NetSuite status to “Complete Billing”. Customer Service.

Guarantee quality assurance:  PO's are signed to Certificate of Insurance for RFMCo. as requested, To Inform the customer that their company Purchase Order has been received and the job has been set up and is ready for scheduling (should parts be readily available, as applicable, not for all customers) to Follow up with key customer contacts before changing parts to “complete billing.” 

Requirements

Additional SR Level Responsibilities: 

• Subject matter expert on process and process improvements for HARP and share examples company-wide.
• Senior-level training support for new hires in parts and service parts positions with the company, and support for existing employees in these roles throughout the company.
• NEW ERP system champion and training resource for others within the company
• SDA / RMA Process champion that can train existing employees (service parts and parts positions on proper processes that suit the needs of Cleaver Brooks and RF Macdonald, along with new employees joining the company.
• Provide high-level assistance when questions arise for operations managers and admin managers throughout the company on service parts, processes, ordering, and sourcing parts by getting the best price and availability, and working through challenges between service, admin, parts, and or corporate admin interactions as needed.
• Support the Operations Manager with the monthly tech performance analysis “Quoted Hours” report. The report comes very raw from the admin and requires hours of dissemination before it is ready to present to the field staff. (Opp’s manager will train you in the process)
• Assist Forman and the Operations Manager with the NBIC code paperwork and tracking process
• Support all AM Sales and Operations managers with a direct line of communication for parts and vendor pricing needed for all AM sales quotes. Make cost Savings recommendations based on Sr-level experience.
• Support the AM sales team by tracking returned parts and past years' parts used for preventative maintenance plans. All parts used and updated costs will be updated in CRM. The previous year's sales spreadsheet, so when the renewal arrives, the salesperson has all the parts needed and costs ready to go.
• Full ownership and single point of contact for all RMAs, Missing Parts, and Warranties for all profit centers. SVC, REP, CPR, PUM BLR
• Full ownership and single point of contact for any tool purchases, consumable items, and repairs for all profit centers, non-budgeted, and Capital
• Work with Foreman and Opp’s manager to continually improve the local stock of consumable items and safety gear.
• Support Admin Manager with high-level requests and research “As Needed
• Work with and network with CE project managers, Admin Manager, and local team for SVC large projects with job kick-off meetings, coordination, emails, document tracking, parts, and vendor quotes/procurement.
• Work with High-level contacts with our principals to track orders and order updates regularly, so we are constantly “Pushing” and documenting our efforts to receive equipment and parts promptly squeaky wheel gets the grease.
• Place and track all CB configurator orders for AM Sales Conversions Projects.
• Provide “As Needed” support to the Operations Manager.

Computer Skills:

Proficient knowledge of Microsoft Office. Experience with Microsoft CRM, and NetSuite a plus. Proficient 10 Key and 40 wpm or more.

Education:

High School Degree or equivalent

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a deskbound role; however, filing, correlating, reproduction, and binding materials are required. This would require the ability to lift files, open filing cabinets, bend or stand on a stool, climb stairs, and prepare training and meeting rooms/spaces as necessary. Additionally, warehouse work requiring heavy lifting of parts and operating a forklift will be needed.

Position Type / Expected Hours of Work: 

This is a full-time contract position. Days and hours of work are Monday through Friday, 7:00 a.m. to 4 p.m.

Travel

Travel Other Office Travel for training on specific topics is require