BCP - Field Service Coordinator

Job Summary: The BCP Field Service Coordinator is responsible for prioritizing and scheduling all field service work in the assigned area of responsibility. Primary duties include scheduling all BCP field service work, answering/screening incoming calls, opening work orders, scheduling technicians, verifying work orders to ensure labor, parts, and miscellaneous items are charged out correctly, and notes are entered. This position will also be responsible for coordinating work order closings as requested at the direction of the Field Service Manager while and ensuring a high-level Legendary Customer Service outcome for our customers.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• Prioritize and Schedule all BCP field service work in the assigned area of responsibility
• Establish and mutually agree upon and communicate job expectations to field technicians to ensure customer satisfaction
• Communicates with all applicable parties daily regarding scheduling, dispatching, and repair of equipment
• Monitors personnel and/or equipment locations and utilization in order to coordinate service and schedules
• Ensures that customers' expectations regarding communication, information, and updates are met and/or exceeded
• Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing
• Support the efforts of the field technicians in every way possible to ensure customer expectations and departmental objectives are met
• Provides quotes of all service work to be performed in Part and Service Quoter (PSQ), unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by the customer
• Maintains consistent, accurate, and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently
• Processes customer payments via check, credit card, CAT access and apply to the job in Dealer Business System (DBS)
• Generates all purchase orders and validates timely entry into work orders in DBS systems
• Provides consistent, accurate, and timely assistance to service operation's functions in order to support the objectives of the department
• Maintains department daily and monthly reports
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Requires regular and punctual employee attendance
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of the heavy equipment industry
• Knowledge of dispatching protocols and procedures
• Working knowledge of computers and multi-line phone systems
• Knowledge of basic office practices, procedures, and processes
• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
• Excellent verbal, written, and communication skills
• Exceptional customer service skills
• Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Functional knowledge of key operating systems: DBS, Service Link, and MDS
• Functional knowledge of critical CAT applications: SIS and SIMSi
• Time management and time-critical prioritization skills
• Ability to work on multiple projects and deal effectively with employees, team members, and management
• Self-starter and ability to work independently
• Ability to operate office machines and computers
• Understands written sentences and paragraphs in work-related documents
• Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public

Education and Experience:

• High School diploma or equivalent preferred
• Five plus years direct CAT Service experience or seven-plus years industry experience in heavy equipment

Supervisory Responsibilities:

• None

Travel:

• Up to 5%

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
• Occasionally moves or transports items weighing up to 15 lbs.
• A significant amount of time standing, sitting, and walking
• Requires daily walking to the shop or yard environment
• A minimal amount of time kneeling, crouching, stooping, balancing, and reaching
• Constant movement and use of hands, this position requires good manual dexterity
• Communicates with customers, service managers, and co-workers
• Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work
• Ascends/descends with gradual or continuous progress by oneself, using both hands and feet, and climbs up and down stairs on a daily basis

Work Environment:

This job is generally performed in a professional office environment and in a shop environment frequently works at a fast pace with unscheduled interruptions

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.