Warranty Service Coordinator

Immediate Manager: Service Manager
Next-Level Manager: Operations Manager
Type Of Role: Supervisory
Department: Service

The Warranty & Service Coordinator supports the Service Department by ensuring all materials are available and allocated to the project and the work is assigned to a qualified Service Technician for warranty work completion.

The Warranty & Service Coordinator will work in a fast-paced but casual environment and play a critical role in ensuring customer satisfaction by actively engaging necessary staff, Service Technicians, homeowners in a wide range of customer service scenarios while adhering to quality control standards, jobsite safety and making sure building codes are followed.

Key responsibilities:

– Manage, coach and provide good leadership to the Service Technicians
– Take calls and/or emails from staff, Service Technicians, homeowners on a daily basis regarding any safety, product, or design issues to determine the best course of action to resolve the issue(s)

• Communicate with homeowner regarding any issues and concerns and come up with the best course of action
• Resolve and respond to any e-mail or phone messages promptly
• E-mail Builders completion reports for work orders completed after possession, cabinet finals and PO requests
• Quote and sell the chargeable service request from customers

– Schedule Service Technician appointments on a daily basis

• Organize all information for Service Technicians as needed
• Initiate booking appointments when parts arrive or are completed
• Ensure adequate amount of work is scheduled for each Service Technician
• Schedule techs efficiently to minimize travel time
• Verify accuracy of Service Technicians Field Reports and input the information into database

– Necessary data entry

Knowledge and skills required:

• Excellent computer skills in Microsoft Outlook, Word, and Excel
• Excellent and effective written and verbal communications skills, along with good interpersonal skills
• Pleasant telephone manner
• Must be able to work independently with minimal direct supervision and as part of a team
• Consistently follow up on items/tasks
• Perform consistently under pressure and handle pressure/disappointment professionally
• Must be focused and attentive to details
• Must be able to function with interruptions and deadlines
• Strong organizational skills with ability to handle multiple priorities effectively Able to work well with numbers Good problem solving and negotiation skills Ability to be diplomatic when dealing with clients
• Knowledgeable in the fundamentals of kitchen cabinet installation
• Interest in keeping up with ever-changing technology