2nd Shift Senior Service Coordinator

Company Overview: Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin, and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information, visit www.fabickcat.com Why Work For Us! At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the utmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package. Job Overview: Fabick Cat, a leading provider of Caterpillar equipment and services, is seeking a detail-oriented and customer-focused Second Shift Senior Service Coordinator to join our team. This role will primarily focus on supporting one major national account and managing high-volume service calls and dispatching emergency calls as needed. The ideal candidate will demonstrate exceptional communication skills, organizational abilities, problem-solving skills and understanding the nature of emergency situations. This role operates with a high degree of autonomy and is expected to evaluate priorities, make judgment calls, and coordinate complex service requests. This position is responsible for ensuring service continuity, customer satisfaction, and operational efficiency while collaborating with cross-functional teams. Key Responsibilities: National Account Oversight: * Serve as a primary point of contact for a major national account, ensuring all service needs are met promptly and effectively. * Act as a liaison between the customer and internal technician teams, facilitating timely communication and problem resolution. * Exercise independent discretion in managing customer escalations, determining service priorities to dispatch maintenance, handling service requests, and urgent issues for the account, ensuring high levels of customer satisfaction. High-Volume Call Management: * Manage incoming service calls, emails, and requests with a focus on delivering excellent customer service. * Prioritize urgent service issues, dispatching or scheduling technicians and resources according to workload analysis, geographic logistics, skill sets and service urgency. * Maintain accurate records of all service calls, issues, account updates, resolutions, and follow-ups in the service management system. Scheduling & Dispatching: * Schedule field technicians for service calls, repairs, and preventative maintenance based on urgency and resource availability. * Ensure technicians have the necessary parts, tools, and information to complete each job efficiently. Data Entry & Reporting: * Track service data in the service management software, ensuring accuracy in all records. * Monitor service progress and provide updates to the customer and internal Power Systems Rental team as needed. * Generate reports for service performance, account usage, and scheduling. Customer Service Excellence: * Respond to customer inquiries and resolve issues in a professional, timely and efficient manner. * Ensure complete satisfaction of customers after services are rendered. * Escalate issues to senior management when necessary, maintaining a high standard of customer care. Qualifications: * An associate's degree or equivalent recent industry experience in a related field is required. * 3+ years of experience in a service coordination or dispatch role, ideally within a high-volume or technical environment. * Knowledge of service management software is a plus. * Strong communication skills, both verbal and written, with the ability to interact effectively with customers, vendors, and internal teams. * Ability to work efficiently under pressure, managing multiple tasks simultaneously. * Detail-oriented with strong organizational skills. * Ability to work independently, exercise sound judgment, and prioritize tasks in a dynamic, fast-paced setting. * Must be available to work second shift (6:00 PM -- 2:30 AM or similar) and potentially weekends, depending on business needs. Preferred Skills: * Experience in the construction or heavy equipment industry. * Familiarity with power generation products and services. * Current experience with a power generation service provider. * Strong computer skills. Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled