Job Description

Job Location: All, IL 61342
Position Type: Full TimeEducation
Level: Degree Preferred but Not Required
Salary Range: $60,000.00 - $75,000.00 SalaryPurpose:
The Commercial Account Support Coordinator plays a key role in supporting the efficient operation and administration of the commercial service department. This position provides administrative, scheduling, and customer service support for commercial accounts, and internal service processes. The role ensures accurate documentation, timely communication, and coordination between customers, technicians, and field service management to deliver an exceptional service experience that aligns with Heritage Tractor standards.
Responsibilities:
1. Customer & Service Coordination:
o Process work orders, service invoices, and warranty documentation accurately and in a timely manner
o Reduce billing cycle days from completion of work to less than 10 days
o Maintain thorough and accurate communication throughout the lifecycle of the repair process
o Estimated completion dates
o Variances in service scope or costs
o Proactively forecast and schedule non-seasonal service workload
o PIP Management
o Pre/Post Season Inspections
o Ensure customer satisfaction through professional communication and prompt issue resolution
2. Administrative Support:
o Review and verify labor, parts, and miscellaneous charges for accuracy before billing
o Serve as primary point of contact supporting the transition of all A/R accounts to JDF Multi-Use Accounts
o Monitor and track open work orders, ensuring completion and billing
o Monitor Customer Experience Surveys and provide timely follow up on negative NPS scores
o Support Commercial Service Management with scheduling, technician time tracking, and maximizing collectable revenue
3. Team Collaboration:
o Work closely with the Parts departments to ensure smooth service parts procurement and customer communication
o Support service management and technicians by ensuring proper documentation and resource availability
o Participate in department meetings to improve workflow and customer experience

QualificationsExperience, Education, Skills and Knowledge:
o High School diploma or equivalent required; associate degree or relevant coursework in business administration or agricultural equipment technology preferred
o 1+ year of experience in service administration, customer service, or dealership operations (John Deere or similar OEM preferred)
o Strong organizational and multitasking skills with attention to detail
o Excellent communication and interpersonal abilities
o Proficient in Microsoft Office Suite (Excel, Word, Outlook) and dealership management software (e.g., PFW, CDK, or Equip)
o Knowledge of agricultural or commercial equipment is an asset
o Ability to work independently and as part of a team in a fast-paced environment