Supervisor Service Coordinator
Generac, Zeeland, MI, United States
The Supervisor Service Coordinator role is responsible for providing oversight of the Service Coordinator team. In addition to leading the team, this role creates jobs, answers incoming service calls, quotes recommended service repairs, reports on service department jobs and completions, processes new contracts and renewals, and manages overall administrative workflow between the service and parts departments. This role maintains a positive team environment and requires a high level of customer interaction.
Responsibilities
Ensure timely scheduling and follow‑up of work to achieve maximum efficiencies and customer satisfaction based on job status and company procedures.
Monitor consistency of task completion within the Service Coordinator team and coordinate with other Service Coordinator Supervisors.
Ensure jobs/work orders are completed on time and within quoted amounts and timeframes.
Invoicing completed work orders while monitoring GP goals.
Receive service quotes from Operations Department and service customers according to established procedures.
Quote service repair jobs and recommended repairs.
Weekly report invoicing, receivables, and expenses of the Service Department.
Maintain up‑to‑date knowledge of generator system technology, including competitive industries.
Interact regularly with customers regarding service needs, appointment confirmations, service quotes, approvals for work, and follow‑up.
Research and reply to customer disputes.
Oversee scheduling of startups in branch service area.
Confirm availability of parts and special equipment required for successful completion of service jobs.
Perform Service Coordinator duties as needed, including scheduling all field and service maintenance and repairs of industrial, residential, and portable generators according to dispatch procedures.
Support other Service departmental roles as needed.
Minimum Job Requirements
Education:
Associates or Bachelors degree in a related field (or equivalent experience).
Work Experience:
1‑2 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, or other commercial service operation.
Computer literacy is required, including a working knowledge of Microsoft Office applications (Outlook, Word, Excel).
General knowledge of service parts and the service industry, including basic mechanical and technical aptitude.
Time‑management skills to prioritize work assignments.
Proven interpersonal skills with internal and external customers and ability to work as a team player.
Ability to handle high‑pressure situations.
Strong attention to detail.
Customer satisfaction and mediation strategies.
Basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.
Preferred Job Requirements
Education:
Bachelor’s Degree in Business; Degree in Diesel Technology or related field.
Work Experience:
2‑4 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, or other commercial service operation.
Working knowledge of business enterprise systems (e.g. FieldServio, SAP).
Proficiency in schematic and service documentation.
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Responsibilities
Ensure timely scheduling and follow‑up of work to achieve maximum efficiencies and customer satisfaction based on job status and company procedures.
Monitor consistency of task completion within the Service Coordinator team and coordinate with other Service Coordinator Supervisors.
Ensure jobs/work orders are completed on time and within quoted amounts and timeframes.
Invoicing completed work orders while monitoring GP goals.
Receive service quotes from Operations Department and service customers according to established procedures.
Quote service repair jobs and recommended repairs.
Weekly report invoicing, receivables, and expenses of the Service Department.
Maintain up‑to‑date knowledge of generator system technology, including competitive industries.
Interact regularly with customers regarding service needs, appointment confirmations, service quotes, approvals for work, and follow‑up.
Research and reply to customer disputes.
Oversee scheduling of startups in branch service area.
Confirm availability of parts and special equipment required for successful completion of service jobs.
Perform Service Coordinator duties as needed, including scheduling all field and service maintenance and repairs of industrial, residential, and portable generators according to dispatch procedures.
Support other Service departmental roles as needed.
Minimum Job Requirements
Education:
Associates or Bachelors degree in a related field (or equivalent experience).
Work Experience:
1‑2 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, or other commercial service operation.
Computer literacy is required, including a working knowledge of Microsoft Office applications (Outlook, Word, Excel).
General knowledge of service parts and the service industry, including basic mechanical and technical aptitude.
Time‑management skills to prioritize work assignments.
Proven interpersonal skills with internal and external customers and ability to work as a team player.
Ability to handle high‑pressure situations.
Strong attention to detail.
Customer satisfaction and mediation strategies.
Basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.
Preferred Job Requirements
Education:
Bachelor’s Degree in Business; Degree in Diesel Technology or related field.
Work Experience:
2‑4 years supervising a team in one or more of the following areas: retail, education, rental, military, hospitality management, or other commercial service operation.
Working knowledge of business enterprise systems (e.g. FieldServio, SAP).
Proficiency in schematic and service documentation.
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