Service Writer for Busy Pump Distributor and Service Company

Simonds Machinery Co.

Pumps Since 1905

POSITION: Service Coordinator

REPORTS TO: Service Manager

DIRECT REPORTS: Warehouse Personnel

BASIC FUNCTION:

The Service Coordinator helps the Service Manager meet the demands of running the operations

department in the areas of estimating, purchasing, inventory control, scheduling, and clerical

administrative activities by performing the following duties:

ESSENTIAL JOB DUTIES:

Sales & Estimating

Enters quotes and orders into NetSuite.

Receives phone calls regarding service work and completes the Customer Service Case Report.

Assists Service Manager in generating quotes.

Types and puts quotes into final form for transmittal to customer.

Sends quotes to customers and follows up with their status.

Purchasing

Verifies nomenclature and specifications of purchase requests.

Searches inventory records or warehouse to determine if material on hand is in sufficient quantity.

Consults catalogs and interviews suppliers to obtain prices and specifications.

Types or writes invitation of bid forms and transmits forms to vendors.

Writes or types purchase order and sends copy to supplier.

Compiles records of items purchased or transferred between departments, prices, deliveries, and inventories.

Computes total cost of items purchased.

Confers with suppliers concerning late deliveries.

Compares prices, specifications, and delivery dates and awards contract to bidders or places orders with suppliers.

Organizes and manages a cost database to estimating to ensure that historical data are used.

Identifies cost trends to assist management in cost reduction and process improvement efforts.

Verifies bills from suppliers with bids and purchase orders and approves bills for payment.

Works with vendors to resolve disputes regarding purchase orders and invoices. Inventory Control

Compiles data from sources such as contracts, purchase orders, invoices, requisitions, and accounting reports and writes, types, or enters information into computer to maintain inventory, purchasing, shipping, or other records.

Keeps backorder file in established sequence and releases back orders for issue or shipment as stock becomes available.

Compiles stock control records and information such as consumption rate, characteristics of

items in storage, and current market conditions, to determine stock supply and need for replenishment.

Prepares requisitions, orders, or other documents for purchasing or requisitioning new or additional stock items.

Compares nomenclature, stock numbers, authorized substitutes, and other listed information with catalogs, manuals, parts lists, and similar references to verify accuracy of requisitions and shipping orders.

Reviews files to determine unused items and recommends disposal of excess stock.

Scheduling

Schedules and tracks repair, assembly, and service work orders.

Verifies installation date with installers and customer.

Ensures that workload is balanced between technicians.

Maintains the scheduling boards as status changes.

Confers with department supervisors to determine status of assigned projects.

Expedites priority service and alters schedules to accommodate customer needs as much as possible.

Administration

Talks with customers by phone or in person and receives start dates or changes to start dates.

Works with customers to resolve issues regarding delivery dates.

Files hard copies of all documents into customer and job files as necessary.

Other duties as assigned

RESPONSIBILITIES:

Accurate input of data into NetSuite and other computer programs.

Up-to-date schedule boards.

Accuracy of quotes to information given by Service Manager.

AUTHORITIES:

The following are principal authorities granted to the Service Coordinator:

Communicate with customers and vendors to resolve problems.

Set initial production and service schedules.

Place orders for materials for operations with a value up to $10,000.00

Reject shipments of goods that don’t match purchase orders or quality standards.

STANDARDS OF PERFORMANCE:

The following may be considered when evaluating the performance of the Service Coordinator:

Knowledge, Skills and Abilities

Collects and/or researches data

Uses intuition and experience to complement data

Identifies and resolves problems in a timely manner

Gathers and analyzes information skillfully

Pursues training and development opportunities

Interpersonal

Manages difficult or emotional customer situations

Focuses on solving conflict, not blaming

Listens and gets clarification

Responds well to questions

Contributes to building a positive team spirit

Leadership

Takes responsibility for subordinates' activities

Provides regular performance feedback

Develops subordinates' skills and encourages growth

Demonstrates accuracy and thoroughness

Organization

Understands business implications of decisions

Conserves organizational resources

Works with integrity and ethics

Follows policies and procedures

Completes administrative tasks correctly and on time

Self Management

Includes appropriate people in decision-making process

Prioritizes and plans work activities

Accepts responsibility for own actions

Demonstrates accuracy and thoroughness

Manages competing demands