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Job Description
Exciting Opportunity:
Service Coordinator Join us as a Service Coordinator with a logistics background with FM Generator, where you'll play a pivotal role in ensuring the delivery of our renowned product reliability. Join us in efficiently deploying a motivated team of field service technicians, making an impact on customer satisfaction and success!
About Us:
FM Generator, a family-owned business since 1970, stands as a trusted provider of generator services across the Northeast. With over 50 years of experience, we prioritize unwavering excellence and customer satisfaction, adapting to industry advancements while preserving our core values.
Why Work With Us:
Join FM Generator if you excel in problem-solving, customer service, and teamwork, contributing to our commitment to delivering top-notch quality. In our change-embracing environment, we value adaptability and prioritize dependability as a cornerstone of our ethos. Beyond business, we actively contribute to our communities through initiatives like the Annual Blood Drive and support during national crises such as Hurricane Katrina and 9/11, reflecting our belief in a reciprocal relationship between success and community support.
Top of Form Key Responsibilities:
Customer Champion:
Under the guidance of the Service Manager, be the primary point of contact for field technicians, overseeing and resolving day-to-day customer needs. Execute FM's service workload, including generator preventative maintenance and repairs, with a commitment to excellence.
Efficiency Maestro:
Provide exceptional customer service by efficiently scheduling, dispatching, and troubleshooting technician assignments. Prioritize tasks to meet and exceed FM's customer service expectations.
Problem Solver:
Address out-of-service situations, contractual obligations, and emergency calls with urgency and precision. Ensure compliance with established metrics, meeting quality standards and responding to customer needs promptly.
Strategic Leader:
Supervise and execute all aspects of services, understanding customer criteria and fostering positive customer relationships. Resolve escalated issues with creativity, strategic thinking, and a customer-centric approach.
Collaboration Expert:
Collaborate with peers and other departments to exceed customer expectations. Supervise and support the day-to-day activities of assigned technicians, ensuring seamless operations.
Logistics Genius:
Develop creative logistical solutions to support FM's technicians. Plan and prepare for scheduling issues, unexpected events, and optimize technician productivity.
Resource Guru:
Ensure all materials, tools, and equipment are available and properly staged for technician use. Track and transfer technician inventory, maintaining revenue flow through oversight of technician productivity.
Performance Evaluator:
Evaluate the performance of assigned technicians, participate in interviews, lead performance reviews, and provide training. Develop corrective action plans and implement disciplinary actions when necessary.
On-Call Dynamo:
Participate in the rotation for 24/7 on-call service, showcasing dedication to our customers' needs and operational excellence.
Administrative Ace:
Reconcile and approve timecards for payroll, ensuring accuracy and efficiency. Perform other related duties as assigned and directed.
Key Competencies:
Problem-Solving Pro:
Resolve routine and complex issues, working with management to address more challenging problems. Apply basic skills and procedures, paying special attention to detail.
Autonomous Achiever:
Work without direct supervision, consulting with the Service Manager as needed. Solve practical problems in situations with limited standardization.
Effective Communicator:
Speak and write effectively, interpreting a variety of instructions. Communicate with customers and employees, fostering a positive team environment.
Tech-Savvy Leader:
Proficient in MS Office Products and comfortable with computer database systems. Possess technical aptitude or relevant experience.
Qualifications:
Education:
Associate Degree in Business Administration or a Technical Degree desired. Extensive relevant experience considered in lieu of a degree.
Experience:
Ten years of progressive work experience, with 3 to 5 years supervising and managing field-based technicians or similar occupations. Ready to lead a team of qualified technicians, drive customer satisfaction, and contribute to the success of FM Generator? Join us on this exciting journey of innovation and excellence!
Pay:
$55,000.00 - $65,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Life insurance Paid time off Referral program Retirement plan Tuition reimbursement Vision insurance
