Job Description:

The Service Coordinator provides the first line of support to our customers for all support related inquiries. In this role, the Service Coordinator successfully diagnoses and triages customer’s in-bound communication and coordinates with a fleet of Field Service Engineers to provide a swift resolution for the customer.  

• Acts a first customer contact in the event of a breakdown, service and / or parts requests.
• Provides initial troubleshooting / diagnoses for technical issues for CLAAS equipment over the phone.
• Responsible for providing a professional approach to dispatching and performing all duties related to the scheduling of requests for service between customers and Field Service Engineers.
• Provides logistical support to Field Service Engineers in scheduling field repairs including coordination of required parts to complete work orders.
• Closes work orders, invoices customers, and handles customer inquiries for quotes and invoices.
• Responsible for the life cycle of service order (creates, edits, completes, and invoice service orders).
• Effectively and efficiently uses resources such as digital CLAAS’ After Sales Tools to determine and diagnose issues on CLAAS equipment. 
• Reconciles various Customer Relationship Management (CRM) and Dealer Management System (DMS) reports on a monthly basis.
• Continually ensure technicians’ schedules are cleared of completed job tickets and that open job tickets are in correct technician’s schedules for materials ordered, billing, and voided tickets.
• Supports after sales business in processing and submitting warranty claims to CLAAS of America Inc. (COA).
• Adheres to established company values, practices, policies and procedures at all times. Follows and supports compliance with all applicable safety rules, laws, regulations and standards.  
• Demonstrates regular and punctual attendance at the assigned work location.

Your profile:

• Bachelors’ degree or equivalent experience in Business Administration or Ag related field preferred.
• 2-5 years’ in field work related experience, a must; Prior experience with CLAAS equipment highly desirable.
• Excellent technical communication skills in both written and oral form.
• Expert level understanding of North American harvesting technology.
• Expressed strong customer service orientation or related dispatching experience through excellent written and verbal/phone communication skills.
• Has strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, and shows a great attention to detail.
• Uses technology with efficiency, including Microsoft 365 and CRM platforms.
• Must be able to meet deadlines and handle a high volume workload in a fast-paced environment.
• Customer focused - Ensures best customer service and satisfaction through empathetic and swift action to find solution for customers.