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Service Coordinator

Job Details

Hiller Mobile - Mobile, AL

Description

The Hiller Companies, LLC has an immediate opening for Service Coordinator.  If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

 

 

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world.  Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States.  With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment.  Our team remains laser-focused on one goal - making the world a safer place.

 

 

Job Summary:  The Service Coordinator acts as liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure the proper documentation of work is performed. This position is responsible for dispatching personnel to the customer's job site, communicating with clients, and providing guidance to the field service technicians.

 

 

 

Key Responsibilities:

  • Download the from ServiceTrade (ST) each week and call all the customers that have services due and schedule the jobs in ST in conjunction with the Marine Service Manager
  • Receive initial call for scheduling attendance of vessel inspections, coordinate with Marine Service Manager to scheduled planned inspection and place on ST Calendar for attendance.
  • Complete and communicate jobs on time to ensure customer satisfaction and quality service.
  • Plan and administrate all aspects of service jobs and manage service in the best and most cost-effective way for the customer and Hiller. Approval of Marine Service Manager.
  • Track vessels once scheduled, coordinate attendance by planning of the work time period indicated with the approval from Service Manager.
  • Maintain contact with vessel and or representative until services are completed
  • Coordinate and communicate with other Hiller offices as needed to coordinate inspection or continuation of inspection and or follow up of services. Must include Marine Service Manager on any and all communication
  • Ensure prompt response time to customers, vendors and other Hiller offices and effective communication in general
  • Communicate directly with Marine Service Manager for approval of day-to-day operations, use Marine Service Manager for help with related questions
  • Generate all end of the day and monthly schedule reports for all departments • Creates jobs in service platform.
  • Send out reminders and confirm appointments for scheduled work.
  • Management of open jobs including documenting scheduling efforts in software platform.
  • Ensure open jobs are scheduled to maintain code compliance based on NFPA requirements.
  • Job costing technicians time and materials used for job.
  • Coordinates acquisition and delivery of equipment and materials needed for jobs.
  • Schedules technicians for open jobs and communicates schedule to technicians and customers.
  • Advocating for adequate, timely, and cost-effective services and responding to any issues that occur during the delivery of services.
  • Recommending new equipment purchases based on changing needs of client companies.
  • Completes jobs to send to invoicing team.
  • Create and maintain accurate documentation of all processes within their job duties.
  • Supplies customer/jurisdictional authorities with work documentation as applicable.
  • Responding to complaints and resolving issues or matching clients with better services.
  • Adjusts scheduling of recurring services as needed.
  • May assist Service Manager in quoting jobs as needed.
  • Provide optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance.
  • Deliver quality customer service to ensure clients receive the services they need
  • Relay information between management and sales to best coordinate service and improve profits.
  • Other duties as assigned
  • Complete special projects as required.
  • Assist with research and updating quotes for existing house customers.
  • Develop positive and ongoing relationships with customers and team members.
  • Other duties as required.

 

Qualifications

What We Are Looking For:

  • High School Diploma/GED is required. 
  • 2+ years’ experience in business-to-business customer service experience is required.
  • Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
  • Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
  • Confident personality to properly negotiate with outside organization contacts, such as vendors and customers.
  • Excellent oral and written communication skills. Proficient computer skills, including MS Office Programs and track record of learning and mastering new programs.
  • Strong record-keeping, analytical skills, time management, and job prioritization skills.
  • Remarkable organizational skills and attention to detail.
  • Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.
  • Prior experience with Service Trade or similar program.
  • Working knowledge of JD Edwards E1 or other ERP system
  • Knowledge of vessels and local waterway logistics. 

 

 

Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.

 

 

We are proud to operate according to our Core Values:  Passion to Perform, Trust to Act, Act Responsibly and Make It Fun.

 

 

Most employee benefits start from the first day of employment, including:

  • Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
  • Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
  • Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
  • Career advancement potential within a growing company.

 

 

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.

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