Technology Service Coordinator- SITECH

HOLT•San Antonio, TX

16h

About The Position

The Technology Service Coordinator is responsible for scheduling assistance, coordinating with warehouse and sales staff, monitoring service documentation and ensuring a high-level Legendary Customer Service outcome for our customers. Essential Functions: Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission. Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources. Acts as the primary service scheduling assistant, coordinating with and receiving approval from supervisors. Communicates with customers, warehouse staff, service technicians, and sales representatives daily regarding scheduling, quoting, installation, and repairing of equipment. Ensures that customers’ expectations regarding communication, information and updates are met and/or exceeded. Collaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service. Coordinates and follows up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service, and invoicing concerns are dealt with promptly. Creates service quotes in Microsoft 365 for PO as needed to be approved by Service Manager. Maintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently. Coordinates with customer for obtaining purchase orders where required and facilitating cash payments with billing/finance personnel when needed. Collects purchase orders where required and validates timely entry into work orders in Microsoft 365 and scheduling systems. Coordinates with Supervisor(s), helpdesk, sales, and warehouse staff on opening and closing work orders in Microsoft 365 and current scheduling system on a daily basis. Creates and maintains department reports to include weekly technician service ticket completion information. Tracks and maintains a list of on-hold work orders requiring revisits or follow-ups. Monitors and manages field service warranty work, ensuring proper documentation and follow-up actions. Serves as the point of contact for bench repair components originating from field repairs, overseeing item location, return plans, work order documentation, and warranty paperwork. Reviews outgoing field service orders, assists with preparation as needed, and coordinates with parts staff to collect repair parts for technicians. Requires regular and punctual employee attendance. Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards. Performs other duties as assigned.

Requirements

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.
Comfortable making and receiving multiple phone calls per day.
Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization.
Functional knowledge of key operating systems: Microsoft 365 Finance and Operations, Microsoft Dynamics Service Scheduler, Ring Central, etc.
Functional knowledge of critical CAT applications: SIS, SIMSi, VisionLink, Inspct.
Time management and time critical prioritization skills.
Ability to work on multiple projects simultaneously 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.
High School diploma or equivalent required.
Three plus years direct CAT Service experience or five plus years industry experience in heavy equipment or field service operations.

Responsibilities

Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources.
Acts as the primary service scheduling assistant, coordinating with and receiving approval from supervisors.
Communicates with customers, warehouse staff, service technicians, and sales representatives daily regarding scheduling, quoting, installation, and repairing of equipment.
Ensures that customers’ expectations regarding communication, information and updates are met and/or exceeded.
Collaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service.
Coordinates and follows up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service, and invoicing concerns are dealt with promptly.
Creates service quotes in Microsoft 365 for PO as needed to be approved by Service Manager.
Maintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently.
Coordinates with customer for obtaining purchase orders where required and facilitating cash payments with billing/finance personnel when needed.
Collects purchase orders where required and validates timely entry into work orders in Microsoft 365 and scheduling systems.
Coordinates with Supervisor(s), helpdesk, sales, and warehouse staff on opening and closing work orders in Microsoft 365 and current scheduling system on a daily basis.
Creates and maintains department reports to include weekly technician service ticket completion information.
Tracks and maintains a list of on-hold work orders requiring revisits or follow-ups.
Monitors and manages field service warranty work, ensuring proper documentation and follow-up actions.
Serves as the point of contact for bench repair components originating from field repairs, overseeing item location, return plans, work order documentation, and warranty paperwork.
Reviews outgoing field service orders, assists with preparation as needed, and coordinates with parts staff to collect repair parts for technicians.
Requires regular and punctual employee attendance.
Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
Performs other duties as assigned.