Job Description

Position Summary

This position provides the service of assisting customers in determining and scheduling the appropriate repairs and maintenance. Coordinates and monitors the field technicians’ workload with the customer’s needs to meet or exceed customer service expectations. The incumbent in this position possesses a strong mechanical understanding and ability to help Service Technicians on-site diagnose, walk through schematics, order, and allocate parts and track arrival or parts.

Primary Responsibilities

• Receive incoming customer calls to investigate and select appropriate service to schedule for the customer.
• Coordinate routing of field technicians based on demand, geographic location, and urgency of service issue.
• Allocate parts for service calls and work orders.
• Monitor field and/or shop work orders to ensure completion, follow-up on any incomplete work orders.
• Analyze and coordinate equipment exchanges with dispatch.
• Follow-up and inform customers of any additional service required or parts needed.
• Organize and schedule all customer on-site machines for repair.
• Serve as the back-up for the Parts Coordinator.
• Assist Service Manager with work orders and purchase orders when permitted and other duties as assigned.
• Coordinate parts based on work orders for field technicians.
• Manage and ensure accuracy of open purchase order reports.

Qualifications

Required:

• High School Diploma or GED.
• 1-2 years of experience required.
• Strong mechanical understanding.
• Availability for an on-call (24/7) schedule rotation.

Preferred:

• Associate or Bachelor’s Degree preferred in related technical field.
• 2 years or more of experience in a related position.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO).