The Coordinator has primary responsibility for customer and technician communication, keeping current with the job status and communicating this status to the customer daily.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
•Coordinates dispatch of field or shop technicians to work locations.
•Technician time reconciliation in Kronos vs. DBS
•Reviews work in process, updating changes as they occur.
•Maintains and expedites work orders and coordinates work flow.
•Communicate work order status with the Customer Service Communicator.
•Responds to requests for service and assistance; meets commitments.
•Work with customers in a professional manner ensuring their needs are met and obtain a positive NPS score.
•Demonstrate professional communication with internal customers.
•Order Caterpillar parts per customer job.
•Actively quotes and sources parts from external vendors.
•Manage and analyze WIP (work in progress) process and report. Identify whether it’s a warranty issue or involve another department/outside vendor to do repairs or additional upgrades.
•Provide customer with Time & Material estimates as needed.
•Authorize technicians to purchase parts from outside vendors with or without a Quinn P.O.
•Responsible for obtaining method of payment including cash transactions.
•Maintenance of work orders and invoicing, meeting benchmarks of Last day of labor to Invoice and WIP turns.
•Manage work order collection issues and proactive responses to prevent write-off’s.
•Possess a general Machine and Weld Shop Product Support knowledge.
•Support all branches for service requirements as required.
•Perform other duties as assigned by management and may be assigned to provide services outside of normal working hours during the week or on the weekend when unexpected needs surface.
•A fit with Quinn Company’s performance driven culture and values of Integrity, Teamwork, Respect, Quality and Service.
EDUCATION AND/OR EXPERIENCE
Certificate of completion or AA/AS degree from a community college or technical school and four years related experience or equivalent combination of education and experience.