Service Coordination Supervisor at W.W.Williams Company – La Vergne, Tennessee

Service Coordination Supervisor Opportunity Summary:

The Service Coordination Supervisor is responsible for directing and guiding all activities of service jobs to ensure appropriate quantity and quality of unit, engine, and/or equipment repairs. Work directly with customers, in person or on the phone, in concert with technicians to maximize sales opportunities and ensure all work scheduled is performed safely and to the customer's satisfaction.

Job Duties:

• Oversees the daily functioning of the field service department by assigning technicians to incoming jobs based on skills, abilities, and availability. Monitors the ongoing status of all jobs being performed in the field or in the shop to ensure that problems are dealt with efficiently.
• Communicates with customers, either by phone or in person, to determine customers' concerns, problems, or needs- present and future- while maintaining a high degree of professionalism.
• Builds and maintains customer relationships.
• Monitors individual efficiencies of all technicians for problem areas, counseling them regularly to remove obstacles to improved performance and personal growth.
• Maintains detailed status reports on the computer on all open jobs to facilitate communication between W. W. Williams and the customer and between various technicians that may work on the same job.
• Investigates in advance of a repair by using the manufacturers' computer systems whether a product is under warranty coverage, and/or during the repair, whether the type of failure will be covered by the manufacturer under their warranty provisions.
• Initiates work orders in the computer by gathering important details regarding the customer and the equipment being serviced, including warranty and/or billing information, and developing the customer complaint to aid in diagnosis.
• Stays in close contact with customers during the transaction and documents all communications with the customer including price quotes, authorizations received, payment terms, and special customer requests.
• Ensures all services are accurately invoiced and customer payments in any of the acceptable forms, assuring that credit and warranty policies are followed, and are fully applied.

Work Experience & Qualifications:

• Associate degree or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Strong written and verbal communication skills.
• Strong customer service skills.
• Computer and software skills including Microsoft Office Suite.

Employee Rewards and Benefits:

• 8 Paid Holidays & 1 Paid Wellness Day
• Paid time off
• Employee Referral Bonus Program
• Medical, Dental, and Vision Insurance
• 401k with a Company Match
• Company Paid Training
• Growth and Leadership Opportunities

About the Company:

W.W. Williams was founded in Columbus, Ohio, in 1912. Today The W.W. Williams Companies have a broad portfolio of businesses located throughout the U.S. and Mexico. The W.W. Williams Companies include CT Power and Guaranteed Truck Service. W.W. Williams offers a full range of industry-leading products, while providing technical/mechanical service and repair, remanufacturing and warehouse/supply chain management solutions to a varied customer base. Our products and services include diesel engines, transmissions, heavy duty truck repair, transport refrigeration, power generation and third-party supply chain logistics services. Our customers include on-highway truck fleets, off-highway equipment users, data centers, hospitals, Department of Defense OEMs, vehicle OEMs, U.S. Military and boat owners to name a few.

What began as a small family-owned business has evolved into one of the nation's most diversified solutions provider. We are relentlessly dedicated to helping our customers achieve maximum up time. From single trucking to cranes to fleet management to power generators to military and commercial packaging - consider it done.

We are Genuine. Honest. Passionate. That's not a slogan, it's a mantra. Everyone who wears the W.W. Williams name - from service technicians to advisors to business executives - is committed to getting the job done right, the first time around. Our people are our greatest assets; we support our team with access to world class training and development opportunities. It's this level of investment and care that matters to customers, giving you peace of mind that your fleet is in the right hands.

W.W. Williams is one of the nations largest sales and service networks of industrial power products. With multiple locations across the US and Mexico, we are dedicated to providing highly professional service and strong relationships with our customers.

Join us for a career where you'll grow both personally and professionally in a welcoming, diverse, and inclusive environment.

Competitive wages and benefits. AAP/EPE/M/F/Vets/Disabled, DFWP