Customer and Product Support Coordinator

Purpose

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

• 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 

Qualifications

Experience, Education, Skills and Knowledge

• Ability to use standard desktop load applications such as Microsoft Office and internet functions 

• Experience leading and working cooperatively in a team environment 

• General understanding of mechanical/technical terms is preferred  

• Excellent and efficient communication skills 

• Experience analyzing and interpreting internal reports 

• Basic knowledge of accounting practices 

• Knowledge of office procedures 

• High School Diploma or equivalent experience; Associate degree preferred 

• Valid driver’s license required 

Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this position. This role requires the ability to sit or stand for extended periods while working on a computer, with frequent use of technology for typing, data entry, and screen viewing. Regular communication through telephone and email is expected. The position may also involve occasionally assisting with moving items weighing up to 25 pounds, as well as performing repetitive tasks such as typing, handling documents, and moving between departments or office areas. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.  Job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

LandMark is an Equal Employment Opportunity Employer promoted to a diverse workforce.