Role Purpose: The Service and Parts Coordinator is a position responsible for managing service scheduling, ensuring service compliance, and handling quoting for both internal and external work.
The position involves responding to breakdowns, ensuring customer satisfaction, maintaining efficient service schedules, coordinating with technicians, maintaining a neat and well-controlled store, competitive quotes for clients while ensuring timely and accurate follow-up and feedback.
This role is key to delivering high-quality customer service, improving operational efficiency, and contributing to revenue growth.
Experience and Minimum Requirements Grade 12 (Matric) or equivalent.Business Administration, Sales, or Call Centre Training Qualification is advantageous.A minimum of 3 years' experience in a quoting, pricing, or service-related role (preferably in forklift or equipment services).Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and familiarity with CRM/ERP systems.Ability to work under pressure and handle multiple tasks simultaneously.Excellent communication, problem-solving, and organizational skills.Strong attention to detail and ability to ensure accuracy in both quoting and service scheduling.Basic Duties and Responsibilities Service Scheduling and Coordination Maintain accurate service schedules for contract, STH, and PMA customers to ensure timely completion.Ensure services are aligned with manufacturer specifications, managing both regular and emergency service requests.Follow up with technicians post-service to confirm completion, ensuring additional work is identified and completed efficiently.Quoting and Client Engagement Prepare accurate quotes for parts, services, and repairs based on client requirements, ensuring pricing is competitive and aligned with company standards.Collaborate with the sales team and customers to tailor quotes based on specific needs and service agreements.Provide ongoing client support to clarify quotes, ensure alignment with customer expectations, and follow up on outstanding quotes.Parts and Job Management Ensure technicians have the necessary parts available for repairs and services, minimizing downtime.Handle the preparation and follow-up of parts quotes, ensuring accuracy in part numbers and competitive pricing.Assist the Contracts Manager in preparing quotes for additional work, including non-contract repairs or damage.Documentation and Reporting Ensure accurate record-keeping of all service-related documents, including job cards, quotes, approvals, and service reports.Generate daily and weekly reports on service activities, quoting performance, and client feedback.Maintain up-to-date records of quotes, revisions, and approvals for auditing purposes.Customer Service and KPI Management Ensure 100% follow-up on completed services, confirming customer satisfaction and adherence to KPIs.Monitor technician productivity, ensuring it remains above 85%.Respond to breakdowns within 4 hours and ensure all services are completed within the agreed timeframes.Ensure labour margins above 45%, sublet margins >25%, and maintenance contract margins > 40%.Collaboration and Coordination Work closely with Contracts Managers and Service Controllers to ensure effective service scheduling and the availability of necessary parts.Coordinate with suppliers and partners for timely delivery and cost-effective service provision.Track WIP (Work In Progress) and ensure all job-related information is accurately recorded in CRM/ERP systems.Process Improvement and Efficiency Review and optimize the quoting process, ensuring quick turnaround times while maintaining accuracy.Identify and suggest improvements in service scheduling and quoting practices to enhance efficiency and customer satisfaction.Inventory Management Stock Control: Ensure parts are stored properly and are easily accessible for retrieval.
Maintain accurate stock levels through regular inventory counts, ensuring stock is updated in the system.Stock Receiving: Receive and inspect incoming parts deliveries, checking for accuracy, quality, and damage.
Verify part numbers and quantities against the purchase orders and supplier invoices.Stock Replenishment: Monitor inventory levels and reorder parts when stock levels are low to ensure that parts are available when required.
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