Service Operations Coordinator

Join Us And Make A Difference In The World At Motor Services Hugo Stamp and Pacific Power Group, our mission is to sustain the momentum and energy that drives the world forward. Within the marine engine and backup power generation sectors, we offer comprehensive maintenance, repair, and overhaul services. Our highly skilled team comprises field service technicians, engineers, and workshop professionals who are in constant demand to ensure operational stability across vital industries such as military and defense, first responders, and global supply chain providers-covering everything from raw materials to consumer goods and food products. Join us now and become part of a team dedicated to making a meaningful impact on the world.

Job Summary:

Responsible for the service delivery coordination and administrative functions for workshop service orders. Ensures compliance with contractual obligations. The Operations Coordinator is tasked with effective and timely management of the service work order for the Service Team.

The person in this role is also responsible for assisting in the documenting of processes and initiating process improvements while ensuring quality control, expedient and efficient productivity. Review of accurate technical reporting by workshop staff. This role will especially be focused on identifying continuous improvement processes, and support in developing guiding the assigned workshop staff members, including cross-training and individual employee growth plans and learning.

Other Job Details:

• Wage Range: $27.00 - $32.00 per hour
• Work Location: Pacific Power Group, 7215 S. 228th St., Kent, WA
• Work Schedule: 7:00 AM - 3:30 PM or 8:30 AM - 5:00 PM
• Area of Responsibility for Scheduling: Seattle Metro Area

Benefits Include: Medical, Dental, Vision, Highly Competitive PTO Accrual, 10 Paid Holidays, Life Insurance, AD&D, Short/Long-Term Disability, 401K with Company Match, Pet Insurance, Optional Supplemental Insurances, Legal Assistance for Identity Theft, Health Advocate, Tuition Assistance, Maternity and Paternity Leave, Adoption Aid, Referral Bonuses, and more.

Essential Duties & Responsibilities:

• Scheduling service technicians for service, maintenance and repair on power generators.
• Coordinate and schedule service appointments for customers, ensuring optimal use of service personnel's time.
• Communicate with customers to confirm appointments, provide updates, and handle rescheduling or cancellations.
• Maintain accurate records of appointments, customer information, and service details in the company's scheduling system.
• Address and resolve scheduling conflicts or issues that arise, ensuring minimal disruption to service operations.
• Work closely with service personnel to manage their schedules and ensure they are informed of their appointments and any changes.
• Perform various administrative duties such as answering phones, responding to emails, and handling customer inquiries
• Responsible for opening service work orders and maintaining communication with service manager and other internal customers about the service work order.
• Carefully review and analyze each request for quote to ensure that their respective quotes and orders are created to match exactly what our customers need.
• Resolve any discrepancies on the service work order
• Support AR aging inquiries; follow to resolution
• Manage and maintain optimum communications and relationship with all internal customers, as well as followed up on open quotes and orders to identify opportunities and maximize revenue.
• Coordinate with various departments involved in the service delivery process to facilitate team collaboration and timely delivery of orders.
• Organize and prioritize daily as well as ongoing request from internal and external stakeholders to ensure a timely completion of all tasks.
• Accurate record keeping, measurements and professional condition and service reporting Time Efficiency, Cost Management, Technician Safety
• Customer Experience (regular schedule updates)
• Proactive updates to internal / external stakeholders as the case may be
• Compiling all information for CLEAN billing within 5 business days from completion of job (0 mistakes in billing and reports)
• Quality Control, internal and external stakeholder feedback (management surveyed)
• Assist in Year over Year efficiency improvement: workshop margin increase min. 3%, target 5%, vs same QTR year prior
• Other duties as assigned.

#INDPPG

Required Knowledge, Skills, and Abilities:

• Experience with scheduling technicians for service, maintenance and repairs in the power industry or similar field such as HVAC
• Technical knowledge/experience in power generation or related field - a plus
• Must have exceptional customer service orientation
• Technical sales knowledge preferred
• Ability to read and interpret technical drawings and documents preferred
• Ability to perform multiple tasks and prioritize based on business need; and demonstrate flexible and efficient time management
• Must be proficient with Excel, Word, PowerPoint
• Experience in an ERP system
• Diverse knowledge in reading technical drawings in standard and metric measurements.
• Reliable, responsible, and dependable in fulfilling work related duties.
• Be flexible and available to interact with employees at all levels.
• Be self-directed and motivated. Possess the ability to work independently with minimal supervision.

Education and Experience Requirements:

• A minimum of 3 years related work experience.

Work Environment & Physical Demands:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopies, filing cabinets, printers, and scanners.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

All offers of employment are contingent upon the successful completion of a background check and drug screening.

Motor Services Hugo Stamp Inc & Pacific Power Group, LLC shall abide by the requirements of 40 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a).

Motor Services Hugo Stamp Inc & Pacific Power Group, LLC will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

Motor Services Hugo Stamp Inc & Pacific Power Group will take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, or national origin.

Motor Services Hugo Stamp Inc & Pacific Power Group, LLC will not discriminate against any employee or applicant for employment because they are a disabled veteran, recently separated veteran, active duty wartime or campaign badge veteran, or Armed Forces service medal veteran (hereinafter collectively referred to as 'protected veteran(s)') in regard to any position for which the employee or applicant for employment is qualified.

Motor Services Hugo Stamp Inc & Pacific Power Group, LLC will not discriminate against any employee or applicant for employment because of physical or mental disability in regard to any position for which the employee or applicant for employment is qualified.

'EEO/AA Employer/Vet/Disabled'