About Welch Equipment

Welch Equipment Company is the premier provider of material handling solutions and represents equipment from the world's #1 manufacturers. Our culture of continuous improvement, or Kaizen, is embedded throughout the organization and is only one of the many “tools” to our success in supporting our employees.

Our core values are:

• Positive Attitude
• Servant Leadership
• Kaizen 365 (getting better, together, everyday)

Our goal is to provide our employees with the tools needed to build a successful career, not just a job. We provide top notch support for our technicians in the form of manufacturer training, tech support, field service supervisors, on the job training in a controlled environment, cutting -edge technology and leaders trained to support.

We are seeking employees who are ready to join a culture of continuous improvement, positive attitude, and servant leadership. If that's you, come build your career with us at Welch Equipment Company and let's continue to set the standard!

Job Summary:

The Service Coordinator has a critical customer service role within the Service Department. Through direct interaction with our maintenance & repair customers, our technicians & sales workforce, the Service Coordinator will receive requests for equipment repairs, planned maintenance events, assign & dispatch the most qualified technicians for those planned maintenance & repair events. The Service Coordinator will play a key role in facilitating the full coordination of all Work-Order activity from open to close. This is a fast paced, highly visible role, balancing complex internal & external forces, requiring ever changing priorities and multi-faceted, multi-department goals & expectations.

Job Type and Schedule: Full time, Hourly, Monday-Friday, 8-hour shift, potential for overtime with proper approval

Benefits

• Medical, Dental, Vision
• STD, LTD, and Life insurance
• Accrued Paid Sick Leave and Vacation
• 401(k) match

Basic Job Responsibilities Include:

• Receive maintenance & repair requests through a variety of channels: online, phone calls, e-mails, face-to-face, sales workforce, etc.
• Open scheduled maintenance & repair orders according to system & customer requirements, including but not limited to, selecting correct bill-to's & ship to's, securing POs prior to technician dispatch, knowledge of any customer “open-PO”, “Not-to-Exceed”, “Estimate required” thresholds and requirements.
• With each repair request, work to gather as much information from the customer about symptoms and/or characteristics, visible or un-visible behavior of the customers equipment, causing the request for repair. Identify if the machine is down, or unsafe to operate, and the impact on the customers' productivity. Helping to establish prioritization of technician assignment & dispatching.
• Continuous review of the dispatch board and demonstrating an understanding for flexibility and the need for constant re-prioritization of call assignments & dispatching.
• Manage and review technician time entries for accuracy related to payroll requirements, work-order & accounting cost and invoicing requirements, using proper protocols & processes to execute any necessary changes or adjustments.
• Through system and other process controls and functionality, by working with warranty and other company resources, help achieve OEM safety and product improvement campaign objectives and deadlines.
• Work efficiently and expeditiously with the Shared Services billing & portal team personnel relative to portal invoice variances or rejections, work to keep kickbacks and rejections to very low levels.
• Understand and follow all company employment, safety, accounting and operational policies.

Qualifications/Skills

• High School graduate or equivalent GED required.
• Associates degree or higher preferred.
• Experience in customer service, hospitality role a plus; retail, dining & entertainment, lodging, call center, dispatching, etc.
• Strong phone & e-mail etiquette, interpersonal skills like active listening, conflict resolution, verbal & written communication skills.
• Maintenance & Repair experience a plus, i.e. automotive, heavy equipment, material handling, similar.
• Strong skills & aptitude for modern software tools, i.e. windows-based platforms, web-based platforms, applications, Microsoft based products, etc.
• Highly organized, comfortable in a fast-paced, multi-tasking environment requiring high volumes of data entry.
• Continuous improvement mentality – identify opportunities for improved efficiency & proficiencies as well as the ability to identify solutions for turning those opportunities into realities.