Description

Job Description Summary:

The Service Coordinator is an integral part of supporting the service function of Block Imaging Parts and Service. This role is responsible for ensuring customer satisfaction by coordinating repairs for clients under service plans, supporting equipment uptime, and maintaining strong customer relationships. Additionally, the Service Coordinator ensures the accuracy and completeness of all service-related documentation. It is possible for this position to be made remote. 

Essential Functions and Job Duties:

• Receive and manage incoming service calls from clients
• Schedule service engineers for equipment repairs and preventative maintenance visits
• Negotiate repair costs with service engineers
• Order parts required for service and repairs
• Coordinate the return of unused or defective parts
• Monitor and manage costs associated with service contracts
• Close out completed service requests in the system
• Process purchase orders for service-related activities
• Review and approve vendor invoices for accuracy and completeness
• Upload Field Service Reports (FSRs) and extract relevant notes into internal systems
• Setup serial numbers and site IDs as needed
• Monitor equipment under program to confirm functionality
• Schedule Preventative Maintenance visits accordingly
• Prepare quotes and process billing for service work that is not covered under the full-service contract
• Work with vendors on ensuring good working relationships
• Develop creative solutions to resolve problems
• Denying service when appropriate and offer other solutions when appropriate
• Track service records and invoices from service engineers
• Develop relationships with Independent Service Engineers
• Initiates follow up calls to ensure customer satisfaction
• Pursue established goals for program profitability
• Working respectfully, cooperatively, and professionally with others in the best interest of the company
• Ordering and negotiating price for service parts
• Perform additional duties as assigned

Requirements

Role Competencies:

• Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner
• Desire to solve problems using initiative and critical thinking skills
• Capable of building positive working relationships with team members, customers and vendors
• Ability to be flexible and resolve situations with confidence and mature leadership
• Solution-oriented professional who treats others with dignity and respect
• Team player who will foster communication among teams and share success
• Experience in delivering and demanding a high level of customer service
• Basic ability in Microsoft Office (Excel, Word, Outlook & PowerPoint) keyboarding, and internet research
• Sales Skills: Ability to persuasively sell products, services, and ideas
• Personal Skills: Ability to be assertive and make decisions
• Computer Skills: Experience with Excel, Word, Outlook, keyboarding, and the internet.
• Organizational: Ability to organize and file both paper and electronic documents
• Communication Skills: interpersonal, negotiation, telephone, writing, and listening
• Analytical skills with the ability to evaluate need, identify options, and negotiate price
• Ability to work independently and make business related decisions
• Problem Solving
• Maintaining confidentiality
• Ability to maintain quality work under pressure situations and/or deadlines

Cultural Fit:

Exhibit the Block Core Values of Growth, Integrity, Together, and Honor. Make choices that contribute to the development and reinforcement of the core values.

Education or Relevant Experience:

• Education: Bachelor’s degree or equivalent experience required. Preferred fields of study include Supply Chain, Project Management, Business Administration, or related areas.
• Experience: Preferably 1-3 years’ experience in a customer service setting

Supervisory Responsibilities:

This position requires only self-supervision.

Minimum Physical Expectations:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.

• Physical activity that requires often bending, stooping, reaching, climbing, kneeling and/or twisting. 
• Physical activity that sometimes involves pushing and/or pulling over 25 lbs. but not more than 75 lbs.
• Physical activity that sometimes involves lifting over 25 lbs. but not more than 75 lbs.
• Physical activity that requires keyboarding, sitting, phone work and filing.

Travel Requirements:

N/A

Work Environment Expectations:

Temperature, noise level, whether the job is inside or outside, and other factors that will affect the person’s working conditions while performing the job.

• Physical activity that sometimes requires exposure to loud noises that do not require ear plugs.
• Physical activity that often requires exposure to machinery.
• Physical activity that sometimes requires exposure to hazardous materials (MSDS available).

Block Imaging Parts & Service is an Equal Opportunity Employer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.