Position OverviewThis Service Coordinator position will create and maintain repair schedules for all necessary repairs and maintenance. The position will oversee the Field Service Technicians that complete repairs. The Service Coordinator will schedule jobs for the Service Team to complete and coordinate repair scheduling with homeowners. This position will make and receive calls regarding service requests. The employees in this position will gather and maintain an understanding of product warranties. The Service Supervisor will process parts orders and returns for service and warranty claims entered by a Quaker dealer or representative. They will also expedite parts from the manufacturing floor to the service crew. They will also work as a backup for the Service Manager.Duties and Responsibilities
Oversee the day-to-day operations of the field service crew
Schedule service jobs for the service crew and coordinate scheduling with home owners
Assist the service crew in overcoming any issues preventing them from completing their work
Work as a liaison with field service crew, part suppliers and customers to ensure a smooth repair
Provide support to the Service Manager and fill in during their absence after becoming fully trained
Answer incoming service calls from an assigned territory
Enter parts orders for service and warranty claims entered by a Quaker dealer or representative
Expedite parts by locating them in the manufacturing facilities and preparing shipment or facilitation to service technician(s)
Track and report the accuracy and status of order fulfillment
Process Return Merchandise Authorizations
Investigate errors and discrepancies in parts provided
Gather and maintain an understanding of product warranty
Evaluate warranty claims over a year old
Become proficient in & maintain knowledge of Quaker's Quote and Order System Platform
Become proficient in & maintain knowledge of Quaker window and door product lines
Make phone calls to homeowners and outside Quaker personnel
Visit the production floor to investigate products
General administrative duties such as faxing, scanning, making copies, filing, etc.
Prompt and regular attendance at an assigned work location.
Ability to interact with employees and customers in an appropriate manner.
Availability on site to confer with staff members with whom the employee must interact on a regular basis.
Ability to review and analyze data and information concerning service requests.
Ability to plan, prioritize and monitor activities.
Ability to complete assigned tasks/projects in a timely manner.
Supervisory ResponsibilityThe leadership and management responsibilities of this position include assigning and checking work of others. The position will also monitor staff performance and employee retention. The individual will train employees, provide performance feedback and complete any correction or discipline necessary. The Coordinator along with the Service Manager will handle hires, salary adjustments, employee grievances and terminations for their team. Additionally, the Coordinator will assist in determining means, methods and materials for performing work.SafetyObserve safety and security policies and procedures, including proper use of PPE (personal protective equipment); report potentially unsafe conditions; and use equipment and materials properly.TravelApproximately 5% travel is required annually for professional development, to commute between the Quaker campuses or tend to needs of the service team.QualificationsAn individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Proficient with Microsoft Office software: Excel, Word, Outlook
Must be able to read a tape measure
Window Manufacturing or Installation Knowledge Preferred
Maintain professional communications with co-workers, outside representatives and the public
Knowledge of Wrike and SalesForce Service Cloud preferred
Preferred Education and ExperienceThe expectation is that the individual has achieved a minimum level of education and/or related expertise to qualify for this position.
High School Diploma or a Passed General Education Development Test
Minimum 2 years' service team experience preferred
Competencies and SkillsAn individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Problem Solving
Attention to Detail
Multitasking
Organization
Reading and Comprehension Skills
Team Based Mindset
Excellent Written and Verbal Communication Skills
Customer Service Focused
Professionalism
Positive Attitude
Position Type and Expected Hours of WorkThis is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.Physical DemandsThe demands and environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This is primarily an office job. Use of all ambulatory functions including standing, bending, stooping, twisting, reaching, crouching, stretching, pulling and frequent lifting of 50 lbs. This position could require long periods of standing.It is an essential job function and safety rule, applicable to every employee working in a safety sensitive classified position, to be able to work in a constant state of alertness and in a safe manner.Work EnvironmentAlthough the employee will primarily be in an office setting, while performing the duties of this job, the employee will need to visit the factory for investigation of products and be exposed to climactic variations, various levels of vibration, and moving mechanical parts. The noise level in the office is usually low, but hearing protection may be advisable or required for prolonged visits to certain parts of the factory.Other Duties and ResponsibilitiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at the discretion of management any time.Equal Employment Opportunity StatementQuaker is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Quaker will be based on merit, qualifications, abilities, and Quaker's needs and resources. Quaker does not discriminate in any employment opportunities or practices on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by lawJob Posted by ApplicantPro