Direct Channel Service Coordinator

Description

Summary of the position:

This position is responsible for the preparation and submission of all service quotes – basic repairs / PMS’s to complex rebuilds - prepares costing worksheets (materials and labor), coordinates service technician schedules and job assignments. Manages customer jobs from inception to completion – ensures timely completion of jobs, reconciles projects, completes required documentation, and closes-out field service and shop operations jobs.   Role is also responsible for scheduling in-house projects - assists with costing of materials and labor, the coordination of and issuance of PO’s to third party vendors, and closing out jobs.  Lastly, the position provides excellence in customer service through the timely and responsive handling of all incoming customer calls and emails.

This position reports to the Aftermarket Operations Manager at Air Industrial Resource, 6141 E. Connecticut Avenue, Kansas City, Missouri.

Duties and responsibilities:

• Handle all incoming calls, inquiries, emails to the service group – provide quick, complete and accurate responses to the customers’ needs.
• Prepare service quotes, from basic repair / PM’s to more in-depth projects and equipment rebuilds (assist with creating costing worksheet, securing necessary pricing approvals, creating the quote, submission to customer and follow up).
• Coordinate, schedule and manage service technician schedules – monitor to ensure timely completion of field service jobs. 
• Responsible for closing field service and shop jobs / projects:
  • Capturing ALL required information (service labor hours, parts consumed, costing) for each service / shop job
  • Reconciling work orders against actual costs
  • Submitting completed work orders to accounting for processing of invoices
  • Assist scheduling field and shop technicians to specific jobs or projects
  • Input work order data into ERP and CRM system
  • Track assigned projects – ensure completed time cards, work orders are submitted from technicians in a timely manner
• Handle customer inquiries and communications as they pertain to specific work orders, jobs, projects
• Work with outside suppliers to determine costing of outsourced parts
• All other duties as required to support superior customer satisfaction

Qualifications:

Education:

• Associates Degree a plus

Professional experience:

• Minimum of 3 years’ experience with administration functions
• Proficiency in Microsoft products
• Possess strong planning & organizational skills

Key behaviors:

• Process driven – assertive
• Analytical thinking
• Demonstrated ability to solve problems with customer satisfaction as a focus
• Field Service Experience on Sullair products a plus
• Excellent communication skills both oral and written
• Ability to multitask – manage multiple projects
• Goal-oriented
• Customer-focused
• Drive to succeed
• Team player
• Familiar with Sage ERP & Microsoft Dynamics CRM a plus

Direct reports:

• N/A

The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.