Service Coordinator Lead

About the position

We are Energy Systems, the leader in industrial power solution sales, service, and rentals. With an ongoing tradition of providing excellent products and outstanding service for our customers, Energy Systems is one of the longest existing Generac Industrial Distributors in the United States. We are a full-service distributor of Generac equipment and solutions providing sales, service, and rentals. At Energy Systems, a subsidiary of Generac, our people help make the world safer, brighter, and more productive. United by our Values, people with diverse backgrounds and points of view work together to ensure our customers have peace of mind. It's a challenge, and an invitation. Most importantly, it's an opportunity to join an industry leader. There's never been a better time to work at Energy Systems. Our rapid growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture. The Service Coordinator Lead position is responsible for creating jobs, answering incoming service calls, reporting on service department jobs and completions, processing new contracts and renewals, and managing overall administrative workflow for the Service Department. These functions require electronic management of parts using company business systems. In addition, this position requires supporting other personnel as needed. Major responsibilities include creating jobs, answering incoming phone calls, and assisting with the scheduling of technicians, organizing technician workload according to geographic, technical, and timeliness requirements impacting mean time to repair and first time fix metrics, scheduling preventative maintenance and repairs with customers, using specific customer portals to manage all open work orders, tracking open jobs and seeing them through to completion, processing new contracts and renewals in the electronic management system, meeting with the service operations team regularly, supporting other Service departmental roles on an as-needed basis, mentoring other service coordinators to achieve optimal efficiency, training the service team, and providing guidance as needed. Additionally, the Service Coordinator Lead will serve on a rotating on-call team to respond to emergency calls, typically every four to five weeks.

Responsibilities

• Creating jobs and answering incoming service calls.
• Assisting with the scheduling of technicians.
• Organizing technician workload according to geographic, technical, and timeliness requirements.
• Scheduling preventative maintenance and repairs with customers.
• Using specific customer portals to manage all open work orders.
• Tracking open jobs and seeing them through to completion.
• Processing new contracts and renewals in the electronic management system.
• Meeting with the service operations team regularly.
• Supporting other Service departmental roles on an as-needed basis.
• Mentoring other service coordinators to achieve optimal efficiency.
• Training the service team and providing guidance as needed.
• Serving on a rotating on-call team to respond to emergency calls.

Requirements

• Associates or Bachelor's degree in related field (or equivalent experience).
• Three to five years of administrative experience in a service-related business.
• Three to five years of scheduling field technicians and/or customer service experience.
• Computer literacy, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).
• General knowledge of service parts and the service industry, including basic mechanical and technical aptitude.
• Time management skills to prioritize work assignments.
• Proven interpersonal skills with both internal and external customers.

Nice-to-haves

• Bachelor's Degree in Business or Diesel Technology or a related field.
• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).
• Proficiency in schematic and service documentation.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Volunteer time off
• Opportunities for advancement