Purpose:

Manages the flow of work through the service department from customer interactions from initial service inquiry through invoicing and follow-up. Works with service manager to maintain a high labor performance through increasing service labor sales and technician productivity.

Responsibilities:

• Fields internal and external customer inquiries to the Service Department promptly, thoroughly, courteously, and accurately
• Opens and closes work orders assisting the Service Manager and reviews work orders for completeness and accuracy prior to customer billing
• Maintains the entire work order cycle process; generation through closing and invoicing for customer, internal and warranty work
• Works with the service manager to identify and execute continuous process improvements
• Communicates, enforces and monitors effective service department processes to ensure customer satisfaction
• Maintains Service Department filing and records including customer warranty and satisfaction follow up
• Maintains a clean work area and performs work in a neat and orderly fashion including monitoring service supplies and other needs of the Service Department
• Ensures all service Warranty, Product Improvement Programs, Damage claims, etc. are completed, submitted to the warranty administrator within the required timeframe to receive maximum credit
• Completes or assists in the setup of equipment for sale as able and as available
• Completes assigned tasks defined by location Service Manager and Corporate Service Manager
• This job description is not intended to be all-inclusive and the employee will also perform other reasonable related business duties as assigned by immediate supervisor or other leadership as required. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Experience, Education, Skills and Knowledge:

• Basic knowledge of accounting practices
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Knowledge of office procedures
• General understanding of mechanical/technical terms is preferred
• High School Diploma or equivalent experience
• Ability to lift items weighing up to 50 lbs