Repair Center Coordinator

Description

Position Summary:

The Repair Center Coordinator interacts with our customers to provide excellent customer service and works closely with the Repair Center Supervisor and technicians to keep the Repair Center running efficiently.

Essential Functions:

• Open service/work orders for Repair Center jobs using company software, prepare service orders with required paperwork, and is responsible for ensuring required parts are available for technician
• Takes service calls from customers following Company dispatch protocol  
• Coordinate getting equipment to GB with customer and / or service branch
• Verify PO pricing and details are correct / update customer as needed on changes
• Schedule repairs / inspections when equipment arrives and scan shipping paperwork / BOL’s into system
• Contacts customers in a timely manner to schedule their repair work and keeps customers apprised of the status of repairs
• Finalizes repair orders before invoicing; verifies all parts used, proper documentation is included, and all job costs are accounted for
• Assist with billing in a timely manner and maintaining the open order report
• Open customer parts orders and process customer returns
• Proactively find manuals / parts lists and add to job folder before equipment arrives
• Process factory repair orders (get factory RMA / coordinate getting equipment to factory / follow up on factory repair / coordinate getting equipment back to customer from the factory)
• Is knowledgeable of manufacturer warranty coverage for parts/units and assist with processing factory warranty 
• Follow up on waiting on parts and proactively schedule repairs ahead of time
• Follow up with sales team for updates on Repair Center quotations
• Assists with preparing Repair Center quotations and provides inside support for the Repair Center 
• Work with purchasing for adding / updating part numbers / pricing
• Order parts for service/work orders
• Create shipping paperwork 
• Provides recommendations to Repair Center Supervisor and Sales Team when preparing quotations
• Maintains productive relationships with existing and new customers
• Backup Repair Center Supervisor 
• Excellent attendance, punctuality and a positive attitude are essential to this position
• Additional duties as assigned

Requirements

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma / GED equivalent is required; however, a 2-year degree or higher is preferred.
• Prefer a minimum of three (3) years of technical customer service experience, however, a person possessing good mechanical aptitude would be sufficient.
• Intermediate computer skills with Microsoft Word, Excel, and Outlook, and CRM
• Self-motivated with a strong sense of customer service
• Ability to work as a team with internal and external staff members
• Solid organizational skills and attention to detail with the ability to multi-task
• Ability to effectively communicate both in writing and verbally, both internally and externally
• Previous experience with pumps, compressors, and vacuum equipment is an asset, but not required 

Physical Demands:

• The employee must regularly lift and/or move up to 50 pounds
• Ability to work in an industrial environment with continuous sitting and standing, walking, bending, reaching, climbing, and kneeling
• Must wear and use appropriate PPE at all times in required areas