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    • Service Coordinator Call Center - Wood Dale - KKT chillers Inc

    KKT chillers Inc
    KKT chillers Inc Wood Dale

    2 weeks ago

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    Description

    Job Title: Service Coordinator

    Position Overview:

    The Service Coordinator reports to the Service Manager and is responsible for dispatching, communication, and tracking of all field work performed. This includes receiving and dispatching of service calls, communicating ETAs, arrivals, departures, work performed, and additional work required, preparation of parts request and return forms, recording all required information into the work order, maintaining accurate and timely electronic records in the service dispatch software, maintaining service department spreadsheets and reporting all escalations to the Service Manager.

    Key Responsibilities:

    • Answer phones, assist, and support the Service Manager to ensure all customers/sites receive timely and effective service.
    • Receive and dispatch calls after hours on a rotating schedule via company phone and laptop.
    • Call or email service providers prior to scheduled service to verify appointment.
    • Call service vendor(s) as needed on open tickets for the day to assess work status.
    • Ensure that all issues/concerns on open service tickets are communicated and resolved in a timely manner. Escalate issues to KKT Service Manager as necessary.
    • Ensure that open tickets have follow-up visit(s) scheduled and parts are ordered as necessary.
    • Ensure follow-up work is quoted as necessary.
    • Ensure that closed tickets are promptly communicated and that the site is fully operational.
    • Indicate on open work orders the status of the chiller; T&M, contract, or warranty.
    • Ensure that all service work is reported into the service software accurately and promptly.
    • Ensure parts requests forms for follow-up repairs are submitted accurately and timely.
    • Ensure all service records are properly filed.
    • Adhere to all ISO quality procedures.
    • Perform all other duties and activities as assigned.

    Objectives:

    • Overseeing the daily service calls ensuring we meet our customer and contract requirements.
    • Maintaining KKT's commitment to Quality and Performance.
    • Maintaining all electronic and paper files accurately.

    Requirements:

    • High School Diploma or equivalent.
    • Minimum 2 years experience in a service dispatch, HVAC, or medical field related preferred.
    • Above average proficiency in M.S. Excel, Outlook, PowerPoint, and Word.
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