Service Coordinator

HITACHI GLOBAL AIR POWER US, LLC - Kansas City, MO

Full-time

Onsite - Kansas City, MO

About the position

The Service Coordinator position at Hitachi Global Air Power US is responsible for managing incoming service requests from end users and technicians, ensuring efficient processing and closure of service jobs. The role involves scheduling service technicians, preparing service quotes, and maintaining communication with customers to meet their expectations. The goal is to facilitate timely invoicing and enhance customer satisfaction through effective coordination and support of service operations.

Responsibilities

• Answer incoming calls to the service department.
• Handle internal and external customer inquiries related to work orders, jobs, and projects.
• Prepare service quotes based on customer needs.
• Schedule Service Technicians for service jobs and projects to achieve a billable rate of 85% or higher.
• Coordinate service visits to meet PM Agreement commitments.
• Maintain continuous communication with customers regarding project and service job progress.
• Capture all required information for service and shop jobs, including labor hours and parts consumed.
• Reconcile work orders against actual costs and submit completed work orders to accounting for invoicing.
• Assist in scheduling field and shop technicians for specific jobs or projects.
• Input work order data into the ERP system.
• Track assigned projects to ensure timely submission of timecards and work orders from technicians.
• Work with Parts Coordinators to determine costing and availability of outsourced parts.

Requirements

• Associates Degree preferred.
• Minimum of 3 years' experience in administrative functions.
• Proficiency in Microsoft products.
• Process-driven and assertive with strong analytical thinking skills.
• Demonstrated problem-solving ability with a focus on customer satisfaction.
• Excellent verbal and written communication skills.
• Ability to multitask and manage multiple projects effectively.
• Goal-oriented and customer-focused with a drive to succeed.
• Team player with field service experience on Sullair products preferred.
• Familiarity with SAP ERP and Salesforce CRM is a plus.

Nice-to-haves

• Field Service Experience on Sullair products.
• Familiarity with SAP ERP & Salesforce CRM.