Customer and Product Support Coordinator

Purpose

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Assists with the management of service operations within the dealership. Ensure customer satisfaction and maximize return on investment by optimizing service department processes. Maintains accurate and on-time reports and records relative to the service department’s operation. Provides exceptional customer service by answering inquiries about service work.

Responsibilities

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• Assist Service Manager with overall daily operations of the Service Department

• Provide service to customers by scheduling equipment repairs, communicating parts/labor costs and status of equipment in the shop

• Involved with Service work order processes; creating repair segments, assigning technicians, reviewing for accuracy and submitting for approval if needed

• Manages payment for service invoices, follows up with past due accounts, and assists with customer portal requests

• Review team and Technician’s attendance and labor punches for accuracy and missing entries

• Approve team and Technician’s timecards and monitors PTO requests

• Provide customer service for service billing issues and accept JDF payments

• Assist Service Manager with scheduling and prioritizing work

• Service Department organization, tracking JD special tools, keeping warranty bins organized and ensure items are in the correct location

• Tag incoming equipment on the lot and assist with DSI hauls requests for business needs and customers

• Manage online inspection tracking

• Ensure service vehicles and equipment have proper paperwork and are routinely scheduled for repairs including vehicles, forklifts, ect.

• Regularly monitor and help manage Work in Progress (WIP), track Product Improvement Programs (PIPS)

• Understand and fully promote seasonal specials

• Understand and review monthly metric goals, work with Service Manager to meet goals