Service Coordinator

Job Description

Job Description

Description:

The Service Coordinator plays a key role in managing the flow of hydraulic component repair jobs from initial customer contact through completion. This role ensures efficient scheduling, accurate communication, and smooth coordination between customers, technicians, vendors, and the sales team. The ideal candidate is highly organized, detail-oriented, and excels in transaction management in business systems.

Responsibilities:

• Serve as the primary point of contact for customer inquiries regarding hydraulic pump, motor, cylinder, and valve repairs.
• Gather technical information from customers to create accurate service tickets and repair work orders.
• Provide repair status updates, quotes, lead times, and delivery estimates.
• Maintain strong customer relationships through timely, professional communication.
• Create, review, and maintain repair work orders in the company’s service management system.
• Coordinate incoming components, ensuring they are logged, tagged, and routed to the appropriate technicians.
• Track repair progress and ensure required parts, drawings, and specifications are available to the shop team.
• Schedule diagnostic evaluations, teardown inspections, and repairs based on technician availability and workload.
• Collaborate with service technicians, purchasing, and shipping/receiving to keep all parties informed of job priorities and timelines.
• Expedite urgent repair orders and manage customer expectations accordingly.
• Prepare and send repair quotes, inspection reports, and final job summaries.
• Ensure all service records, photos, and test results are accurately documented.
• Monitor job costs, parts usage, and labor hours to ensure accurate invoicing.
• Work with the purchasing department to order required seals, kits, and hydraulic components.
• Verify parts availability and communicate delays or alternatives to customers and technicians.
• Ensure adherence to company safety policies and quality control procedures.
• Assist with warranty claims, returns, and corrective action documentation when required.
• Other duties as assigned.

Qualifications:

• Excellent communication and customer service skills.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Proficiency with service management or ERP software.
• High level of attention to detail.
• Demonstrated problem-solving and decision-making ability, including the use of sound judgment in complex situation.
• Strong ability to collaborate effectively within a team and across functions.
• High school diploma or equivalent.