Service Coordinator I
Merco & Frymaster

JOB DESCRIPTION

Job Title

Service Coordinator I

Job Classification

Office - Salary

Reports to

Manager

Area of Responsibility

Country

Country/Region)/City

Remote - North America

Financial Responsibility

<$50M

Required Education

High School Diploma or GED

Product Line

Frymaster/Merco

Field of Study

General

Job Grade/Job Code

03N / 101379

Required Field Experience

Customer or Technical Service

Years of Experience

2-5

Experience in Lieu of Degree

none

Position Summary -Explain in 3 - 5 sentences the general purpose of the job

The Service Coordinator is responsible for providing "White Glove" service support to Frymaster and Merco Strategic accounts by dispatching service requests to our factory-authorized service network and ensuring the timely resolution and closing out of the dispatch request in Welbilt's Dispatch request system (Salesforce).

Major Accountability -state 3-4 core areas of job responsibility

• Receive and prioritize service requests from customers by phone, e-mail, and customer applications (e.g. Corrigo).
• Create and follow-up on service requests in Salesforce.
• Assist in resolving any scheduling conflicts or service delays.
• Follow up with our service network to ensure service issues are resolved within 24 hours for urgent, equipment down service requests, and within 72 hours for standard, equipment service requests.
• Close out service requests with the appropriate technician notes and resolution
• Expedite the shipping of parts for urgent repairs as needed

Key Tasks and Responsibilities

Communicate with customers to confirm service requests, provide status updates, and address any issues or concerns.

Dispatch service requests and follow-up with service agency to ensure the service request is accepted within half an hour and obtain and ETA.

Service Coordinator will update the dispatch request with the scheduled date/time (ETA) and the requester will receive notification.

Service Coordinator will update dispatch request and ensure the proper customer complaint and problem resolution categories are selected before closing the request.

Administer a post-service call survey within 24 hours after service has been performed to ensure equipment is working to customer's satisfaction.

Work closely with Welbilt's RISE department to ensure strategic customers are sent a "welcome communication" for every installations/start-up to prepare the location for the proper use of the new equipment.

Manage incoming calls/emails from customers, service agencies and internal sales teams.

Identify opportunities to improve the service dispatch processes and customer service.

Prepare weekly and monthly service reports

Specialized Skills, Knowledge and Abilities - Include Certifications, Licenses and software and/or equipment used to perform the job

Intermediate Microsoft Office skills

Ability to provide outstanding/world class customer service.

Proven ability to effectively deal with all levels of internal and external contacts.

Must have organization, planning and problem solving/analytical skills.

Must have effective communication and interpersonal skills.

Ability to function with minimal supervision in a fast-paced environment.

Able to deal with frequent change, delay or unexpected events.

Works well in group problem solving situations and be a team player.

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