Title:  PS Business Operations Coordinator

Summary:

Manages closeouts of Service Orders for Startup, Billable, Break/Fix, Warranty, and Preventative Maintenance activities for STULZ Product Support. Timesheet and payroll management, processing of Purchase Orders, invoices and credit cards for services.

Essential Duties and Responsibilities:

Service Order Closeout

• Responsible for verifying that all required documentation and information is complete once the Service Coordinator marks it as complete, and ensures the information is accurate in SAP for QA closeout.
• Pre start-up request checklist
• Start-up or preventative maintenance checklist(s)
• Service tickets/field reports
• Invoice (if applicable)
• Reconciliation of Field Technician’s expense reports and ensuring the expense report items are being charged to the correct service order(s)
• Enter and verify the Field Technician’s time and ensure that the time is going against the correct service order
• Process STULZ Purchase Orders and PSN (Product Support Network contractors) invoices to be sent to accounting
• Invoice service orders, quotes, and sales orders for services provided by STULZ.
• Process credit card approvals/payments for billing of service orders
• Provide payment status on statements and past-due inquiries received from the PSN.
• Submit commission report to accounting for aftersales services
• Sort and distribute incoming mail for invoices, service tickets, etc.
• Interface with the PSNs on billing errors and/or disputes
• Handle and resolve customer complaints/inquiries via email or phone in a timely and accurate manner
• Maintain an understanding of the company’s product lines
• Proactively interface with techs regarding expense reports and payroll
• Provides support to the Service Coordinators

Data Entry

• Reviews Service Tickets, invoices, and checklists for accuracy and discrepancies.
• Assist in tracking incomplete and missing documentation from Service Contractors (PSN) and Technician and ensures all required documentation is received prior to approving invoices and completing the service order
• Initiates and maintains customer warranties and provides warranty certification to the end-user upon request

Process

• Works with the Business Process Administrator to identify process efficiencies and compliance.
• Document work process for area of responsibility.
• Other duties as required

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The Field Service Coordinator must be committed to service excellence and demonstrate a Customer-first attitude at all times, possess excellent verbal and written communication skills; must be punctual; self-motivated; have the ability to work without direct supervision, and must display professionalism, patience/empathy in time-sensitive situations

• Ability to learn and become highly effective in SAP (ERP system)
• Strong work ethic, trainable, coachable, flexible, and a visionary
• Calmness under pressure
• Attention to detail is a must
• Good decision-making and communication skills
• Interest in helping and working with customers
• Sound practical judgment of priorities
• Ability to work independently and as a team member

Education/Experience:

• High School Diploma
• 3-5 years in Customer Service or equivalent customer service
• Proficient in Microsoft Office software
• SAP experience preferred, but not required