Location: Athens, AL
Type of Employment: Full Time
Purpose: Manages field service work orders after they are opened through completion and invoicing for multiple dealer locations. Prepares work orders to ensure technicians have work in front of them. Communicates daily with the requesting branch, customers, and field technicians in a professional and timely manner. Drives for consistency in work order quality. Coordinates scheduling and dispatches mobile service technicians to service calls in an efficient and productive manner based on location and skill of technician thereby maximizing TriGreen profits and providing exceptional customer service. Assist technicians in advising best option for parts procurement based on availability and location. Executes completion of work order invoicing whether by warranty, internal, or billing of retail to the customer.
Primary Responsibilities:
- Evaluate work orders in a timely manner as they are received to determine that all pertinent information is included.
- Determines if the issue is one that can be resolved over the phone and if not.
- Communicates well with requesting branch, customer, and technician during the entire work order process in a timely manner.
- Determines and contacts customer with minimum fees needed to collect or guarantee from customer prior to dispatch. Address issues as they arise and keep customer informed of work in process until completion.
- Schedules and assigns jobs based on work areas to field service technicians according to their skills and knowledge.
- Dispatches the job to the field service technicians via text or phone in an immediate manner.
- Manages work orders after they are opened from generation through closing and invoicing for customer work. Ensures branches are using correct job codes in the work order opening process.
- Assists the service manager to ensure high quality work orders are provided for the field technician for efficient performance.
- Assists in reviewing work orders for completeness and accuracy prior to customer billing and follows through with contacting the customer to process and complete the billing cycle.
- Updates customer profiles using equipment, hours, or other information from the notes provided on customer work orders.
- Assist Field Service Manager and all branch service managers in planning and coordinating product improvement completions 90 days prior to expiration and coordinating these within the day-to-day dispatches to minimize lost travel time.
- Assist in monitoring outstanding jobs to ensure completion and work with mobile technicians on return and warranty parts accountability.
- Works with the service manager to identify and execute continuous process improvements.
- May process warranty and/or product improvement claims including the computation of charges, submission, and follow-up.
- May participate in Service EDUCATE Training programs required for the development of skills and knowledge.
- Maintains a clean work area and performs work in a neat and orderly fashion.
- Follows all safety rules and regulations in performing work assignments.
- Maintains knowledge of John Deere and competitive products.
- Represents TriGreen Equipment in a professional, honest manner (to include appearance & dress according to corporate policy).
- Complete any other job duties assigned by supervisor.
Experience, Education, Skills and Knowledge:
- Minimum 5+ years’ experience in Service Department operations.
- Previous supervisory or management experience preferred but not required.
- Experience with agriculture, construction, lawn, or heavy equipment.
- Familiar with John Deere brand models, their functions, and competitive products.
- Experience in payment collection via customer interaction.
- Ability to use standard desktop load applications such as Microsoft Office and internet functions.
- Ability to analyze and interpret internal reports.
- Experience working cooperatively in a team environment
- High School Diploma or GED equivalent.
- Strong organizational and multi-tasking skills.
- Experienced in completion of tasks with minimal supervision or guidance.
- Ability to write and work on routine reports and correspondence
- Must have analytical, business planning, problem solving, communication, motivational and interpersonal people skills.
- Ability to speak effectively one on one or before groups of customers or employees of the organization.
- Ability to negotiate customer complaints to a satisfactory resolution.
- Valid driver’s license with an insurable driving record required.
- Ability to work extended hours, weekends and holidays for some on call expectations.
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