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Service Coordinator

Service | Lancaster | Full Time

Job Description


Position Specifics:

Department:  Service

Supervisor: Service Manager


Assist the service manager(s) in maintaining accurate and timely reports/records relative to the service department’s operation within the dealership. Completes the unloading of trucks during working hours to ensure smooth transition of items into location.


  • Fields internal and external customer inquiries to the Service Department
  • Opens and closes work orders as directed by the Service Manager and maintains control until they are closed and invoiced
  • Reviews and pursues aging work orders
  • Performs follow up with customers in reference to satisfaction and/or outstanding account
  • Maintains the service library, records, and filing with current information (for example, files bulletins, manuals, multi-media, etc.) under the direct supervision of the Service Manager  
  • Contacts customers to schedule incoming/outgoing equipment and On The Road (RTM) service
  • Completes warranty calls to customer prior to the 30 day warranty expiration, updates system with information
  • Updates customer profiles using equipment, hours, or other information from the customer work orders
  • Maintains accessories and supplies and prepares replacement orders
  • May be assigned to process damage and/or warranty and/or product improvement claims including the computation of charges, submission and follow-up
  • Answers telephone inquiries or directs calls promptly, thoroughly, courteously, and accurately
  • Responsible for unloading trucks, inspecting, and staging whole goods
  • Organizes equipment outside of the warehouse.
  • Completes assigned tasks defined by location Service Manager, Aftermarket Manager and Assistant General Manager
  • This job description is not intended to be all inclusive and employee will also perform other reasonable related business duties as assigned by immediate supervisor or other leadership as required. 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 and knowledge of office procedures
  • Ability to use standard desktop applications such as Microsoft Office and internet functions
  • Willingness to work overtime hours as needed
  • Ability to work in a team environment
  • Ability to lift items weighing up to 75 lbs
  • Willingness to be trained on forklift operations and safe usage
  • General understanding of mechanical/technical terms is preferred
  • High School Diploma or equivalent experience