Service Coordinator

Founded in 2006, Lift North America has grown to become the largest independent lift truck service provider in Canada. Situated in the heart of the country’s biggest market within the Greater Toronto Area, the company has earned a reputation as a leader in the material handling industry.

The LNA business model has been strategically designed to provide the support, knowledge and resources to improve efficiencies, uptime and overall productivity throughout any operation.

We want to be recognized as the best service provider in the material handling industry and build an organization around respect and teamwork, focused on customer service and supplying quality products with honest aftermarket support.

We will expense all our efforts to ensure our technicians and support staff have all necessary means at their disposal required to complete their tasks to standard. We care about our employees and in return expect that care to be passed onto our customers.
- As our business is growing rapidly, we need an additional Inside Sales & Service Coordinator to join our team._

**Title**

Inside Sales and Service Coordinator

**Reports to**

Assistant Customer Service Manager

**Summary**

The Inside Sales & Service Coordinator will act as our company’s first point of contact for emergency and non-emergency calls. In this position, you will oversee call logs, monitoring routes, transferring messages, and directing technicians. You should understand customer needs and ensure a smooth service process. You need to multi-task in stressful conditions with little supervision. In addition to being an excellent communicator, you will also demonstrate superb organizational and interpersonal skills. To be successful you should be able to build instant rapport and achieve customer satisfaction.

Job Duties (including but not limited to):

- Field inbound service inquiries and calls from customers and account managers.
- Review and manage road work orders, ensuring all work is invoiced within a reasonable timeframe.
- Open new customer accounts and input key information into the system, ensuring accuracy and completeness. Maintain account information, including addresses, contact details, customer ratings, accounting information and territory information.
- Collaborate with sales representatives to add pre-existing customer assets, including All Required Data and photos, into the system for tracking and service management.
- Create service opportunities and draft service agreements, including equipment lists, for review and distribution to sales representaives. Follow through by closing opportunities, adding finalized service agreements to files, and ensuring all assets are properly checked “on a PM plan”.
- Ensure all service agreements are managed effectively, with accurate service schedules for the year. Regularly review and update accounts to ensure that service commitments are met.
- Serve as a point of contact for both customers and sales representatives, handling service inquiries and providing timely information regarding schedules, quotes, and service needs.
- Respond to and address field service inquiries from both new and existing customers, ensuring prompt and efficient resolution.
- Prepare and send maintenance quotes to customers as requested, ensuring all details are accurate and comprehensive. Coordinate dispatch of technicians based on the agreed service schedule.
- Follow up on service quotes to customer in “Approved” or “Parts Ready” to ensure work is completed and invoiced accurately and on time.
- Dispatch technicians by maintaining the GAANT chart to ensure proper service scheduling and track progress on all ongoing service projects.
- Monitor and ensure that all customer accounts are current on required services, and scheduling maintenance as needed to avoid lapses in service coverage.
- Work closely with the parts team to monitor back-ordered parts, communicating updates to customers and ensuring mínimal disruption to service schedules.
- Address and resolve any service-related issues, whether logístical, or customer-focused, promptly and professionally.
- Collaborate with field service technicians to ensure all service tasks are completed as per customer specifications and within agreed timelines.
- Understand and meet organizational goals and Key Performance Indicators (KPIs) on a daily, weekly and monthly basis.
- Assist in managing after hours calls, as required.
- Look for opportunities to upsell additional services and products. Pass along information to sales team.
- Completing all required training (ie, HR, health and safety, job specific, practical etc).
- Reviewing the Health and Safety Policy Statement
- Work in compliance with the provisions of the OHSA, regulations, internal programs, policies and procedures on company.
- Notifying managers of any health and safety concerns, so that they may be dealt with promptly.
- Protecting his or her own and co-workers health and safety by working in com