We have a Full-Time Job Opening
Company website: www.careersatnmc.com
Position: Service & Parts Coordinator
Location: Omaha, NE
Deadline for Application: 08-30-2014
Submitted by: Mandy
Email Reply: [email protected]
For 75 years NMC has been providing solutions to meet the changing needs of its customers. Today, through locations in Nebraska, Iowa, South Dakota and Utah – and with a dedicated staff of nearly 700, NMC provides a comprehensive line of products, parts and services vital to the construction, power generation, material handling, on-highway trucks, agriculture, rental and railroad industries. NMC has been Nebraska’s Caterpillar dealer since 1938.
This job is responsible for acting as the first point of contact to our customers by answering calls, scheduling service work and parts order entry for machine repairs and coordinating timely completion of work orders. Manages all related work order and paperwork responsibilities. This job promotes customer retention and loyalty by creating a trusting relationship. This job will also be responsible for effectively and efficiently assisting customers at the parts counter by facilitating parts sales based on the customer’s needs, researching and ordering parts, providing superior service to ensure customer satisfaction, and effectively communicating with customers to maximize parts sales and customer satisfaction. Duties: 1. Initiates, processes and closes service repair quotes and work orders utilizing standard jobs for all incoming repairs by obtaining accurate details from customers as to nature of problem. Secures service manager approval, if needed. Converts quote to work order or closes as appropriate. 2. Verifies warranty and service contract coverage. Informs customers of any needed services, recalls, DOT inspections due on equipment. 3. Ensures orders are accurate, supportable and match invoices. 4. Identifies add-on sales opportunities and effectively communicates these to customer, field technicians and PSSRs. 5. Coordinates inventory stock research and orders parts as needed. Obtains or issues internal purchase orders from customers when necessary. 6. Schedules equipment repairs on work orders by dispatching workflow to shop/field technicians by assessing skills, capabilities, areas of expertise and work availability schedules to minimize customer downtime and maximize field vs. shop time for field technicians. 7. Provides exceptional customer service to ensure high customer satisfaction by keeping customer abreast of work being done, projected timeframe for timely completion and follows up with customers after the repairs have been completed to ensure customer needs have been met. Communicates to internal and external customers in a timely manner regarding status of quote. 8. Provides exceptional customer service by assisting customers via phone or walk-in by correctly locating needed parts using various parts database systems in a timely and efficient manner to help minimize customer downtime. Offers technical advice, as appropriate, to meet customer needs.
• Knowledge of SIS, DBS and DSI computer systems preferred. • Knowledge of parts and service software relating to quoting, scheduling, and invoicing preferred. • Knowledge of warranty procedures, coverage and various components preferred. • Ability to perform basic diagnosis of machine problems preferred. • Ability to answer phones a minimum of 6 hours per day. • Ability to work in an environment with a high value on integrity and uncompromising customer service. • Ability to work well as a team member. • Ability to maintain proficient knowledge of various technician skills, capabilities and various areas of expertise. • Skills in strong organization, decision making, follow-up and time management. • Skills in effective verbal, listening and written communication to consult with customers, understand issues and recommend solutions. • Skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). • Knowledge of and experience with NMC Railroad product lines and specifications preferred. • Knowledge of Parts Pro or similar parts-ordering computer systems preferred. • Knowledge of methods and various tools used for building hydraulic hoses (caliper, bolt/thread gauge, hose press, crimping machine) preferred. • Ability to react well under pressure and manage difficult or emotional customer situations. • Skills in effective verbal, listening and written communication to consult with customers, understand issues and recommend solutions. • Ability to establish and maintain effective working relationships with others to include customers, vendors, employees and the public. Education and Experience: • High School diploma or equivalent required • 2 years of vocational training preferred and/or equivalent experience. • 2(+) years of experience working in a similar industry required. • Experience with equipment repair procedures, hydraulic hose making, and techniques. • Experience within a similar industry (automotive, trucks, heavy machinery, etc.) and/or warehouse experience preferred. • Valid driver’s license required.
How to Apply:
Please apply online at: http://nebraska-machinery.iapplicants.com/ViewJob-584211.html