Commercial Engine Parts & Service Coordinator

Overview

The Commerical Engine Parts and Service Coordinator will provide dedicated support for all Commercial Engine Service Operations. Responsibilities include but not limited to ensuring customer satisfaction and supporting coordination of services within the Commercial Engines Service Department.  Successful Coordinators are self-motivated, can work under pressure, and have the willingness to work in varying conditions.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results.  Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies
• Opportunities for advancement

Responsibilities

• Contributes to a positive work environment and promotes the vision, mission and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Build and manage strong customer relationships through customer interactions by optimizing opportunities through proactive communication.
• Engage with customers via phone, portal, email, text and chat to respond to requests, resolve issues, answer questions, and provide status of repairs
• Communicates with customers on a regular basis regarding the status of their machine repair (including any additions or changes in the scope of the repair), vendor orders, etc.
• Engage with vendors / suppliers for orders and deliveries (completeness, timeliness, tracking, accuracy, cost, discrepancies, and quality).
• Serves as primary contact and oversees the sourcing, procurement and back orders of all Allied Vendor Backorders.
• Oversee communication with vendors and management of orders: follow up on outstanding orders, processing of returns, claims on discrepancies and damaged items, review and return of surplus items, etc.
• Provide support for Parts Counter inbound call overflow and assist customers with inquiries in a professional manner.
• Properly identifies, locates and obtains needed items by using parts catalogs, internet and CAT ordering system.
• Maintain a working knowledge of all parts information systems -- DBS, SIS, WMS, etc.
• Codes invoices to the proper accounts and forwards to accounting.
• Assists Service Managers as required, Opens/Closes work orders to include warranty department and customer.
• Assists Service team with all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Works with field technicians to gain customer consent for quoted or estimated work prior to the repair.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Works closely with PSSRs and other department’s sales representatives to coordinate service opportunities in their assigned areas.
• Uses the service scheduling tool to schedule and maintain all aspects of the repairs.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent. Associates degree in a related field preferred.
• Results oriented and focused on continuous process improvement.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal skills, organization skills and communication skills (written and oral).
• Proficient computer skills with ability to learn new applications and programs.
• Excellent listening skills and the ability to ask probing questions understand concerns and overcome objections.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers.
• Ability to work independently with limited supervision.
• Strong problem-solving skills and be detailed oriented with a high level of accuracy.
• Must be able to work in a dynamic, fast paced service environment.
• Ability to exercise sound judgment and decision making.
• A good mechanical aptitude or understanding of how things are assembled and how they work is essential.
• Valid driver’s license and a safe driving record.

Working Conditions

• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• The employee must be able to lift varied weight.
• Seeing, reading, and writing to complete job responsibilities.
• Lift up to 50 pounds without assistance