Coordinator - Rental Services Field - Michigan

Position duties include speaking with customers; identifying customer’s machine issues; documenting customer and issue information; logging service calls into RentalMan as they are received; monitoring equipment exchanges for fleet management purposes; communicating with the rental department and dispatch when appropriate(equipment exchanges, released machines that are down, etc.); matching up customer issue to current workload to determine estimated technician arrival time; assigning the job to qualified technician; providing the customer with progress and status reports up to and including completion of the job and measuring performance against established metrics. The incumbent may also assist with opening, tracking and closing work orders to assure accurate and timely invoicing. Performs customer service duties to establish positive, cooperative, working relationships with

customers, including greeting customers personally and promptly; listening to concerns and complaints; collecting detailed information about customer, machines, locations, issues and urgency; estimating and communicating response times for customers based on matching required skills with technician skills, technician availability and technician location; communicating with customers to provide updates on delayed service progress; informing customers of any issues that may arise that would require further authorization and providing calls to customers to inform of completion of job. Performs liaison duties between customer, sales reps., and field service technician to communicate customer complaints, including assisting with assignment of qualified field technicians; scheduling the job to assure consideration of the current workload, carry over and the demands of customers and controlling the work in process.

Maintains exemplary customer satisfaction levels by meeting or exceeding established departmental goals including but not limited to initial response time, customer down time, time to customer invoice and accuracy of invoicing.

Develops strong customer relationships based on ability to exhibit empathy for and understand the customer issues and their urgency and in turn minimize customer down time.

Assists in opening and closing work orders and issues purchase orders to obtain outside purchases.

Performs related duties as required.

Knowledge, skills, and abilities typically acquired through a high school education.

3 years’ experience with equipment preferably with a rental company or Caterpillar and/or in a position dealing with warranty and/or customer damage situations.

Strong decision-making skills and good creative thinking and goal-setting skills.

Great problem-solving skills with the ability to interpret and apply policies, procedures and guidelines.

Strong understanding of warranty administration.

The ability to inspect machines and components that may include: exposure to the outside elements, heavy lifting (70+ pounds), physically climbing on machines, and the ability to navigate and maneuver in the various locations where machines are found.

Great computer skills, including experience using Microsoft Office. Moderate experience using database systems.

Demonstrates good oral communication skills, responding promptly, thoroughly, and professionally to requests.

Demonstrates good written communication skills; accurately and professionally completing documents required for the job, serving both internal and external needs.

Dedicated self-starter with the ability to work independently without the need for daily direct supervision.

The ability to work overtime and weekends.

The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates, and customers.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)Job ID: 2020-3742 Shift: 1st External Company Name: MacAllister Machinery Co., Inc. External Company URL: http://www.macallister.com/ Street: 2147 S 11th St Telecommute: No