Job Description

Job Title: Service CoordinatorJob Summary:The Service Coordinator is responsible for overseeing and organizing pre-service, in-service, and post-service interactions with customers, ensuring a high standard of customer care and satisfaction. This role involves managing customer communications, coordinating workshop schedules, processing maintenance plans, and supporting administrative functions within the workshop.Key Responsibilities:Pre-Service Coordination

• Proactively reach out to customers to schedule service appointments, offer relevant repairs, and share current promotions.
• Create and manage customer call lists, maintain records of customer interactions, and document outcomes.
• Analyze maintenance plans and remote diagnostics, providing recommendations to customers as needed.
• Review and verify maintenance plans to ensure they align with customer needs.

Sales and Service Planning

• Engage with customers to understand their needs and recommend appropriate service solutions.
• Assess maintenance plans, troubleshooting where necessary, and advise customers on suitable maintenance actions.
• Prepare preliminary work orders, define work requirements, and schedule appointments for customer service visits.
• Coordinate with workshop staff to review work order details, ensuring clarity and resource allocation.

Workshop Scheduling and Resource Coordination

• Schedule and manage workshop time reservations and resource allocation for optimal efficiency.
• Coordinate with internal departments and external suppliers to arrange any additional work or third-party services.
• Participate in daily and weekly planning meetings to ensure smooth workshop operations.

Customer Care During Service

• Welcome and assist customers upon arrival, confirming service details and taking over the vehicle.
• Keep customers informed throughout the service process, communicating any changes or issues.
• Respond to customer inquiries, offering additional work or parts where appropriate.

Post-Service Customer Interaction

• Complete work orders and process necessary invoices, explaining completed work to the customer.
• Provide maintenance recommendations and assist customers with booking their next service appointment.
• Gather customer feedback to enhance long-term relationships and identify areas for improvement.

Administrative Support and Coordination

• Handle general administrative duties, including responding to inquiries, organizing documentation, and supporting clerical tasks.
• Prepare and manage allowances for technicians, maintain employee files, and manage workshop records.
• Ensure document safety and storage, assist with visitor inquiries, and maintain a clean reception area.
• Provide timely information on missed calls and messages to the appropriate staff.

Skills and Qualifications:

• Diploma or relevant experience in customer service, office administration, or service coordination.
• Strong communication skills with a customer-focused approach.
• Proficiency in scheduling, documentation, and workshop resource planning.
• Ability to work collaboratively across departments and handle multiple tasks effectively.
• Familiarity with vehicle maintenance, diagnostics, or workshop environments is a plus.

RequirementsEducational Background: Diploma or degree in Business Administration, Office Management, Automotive Services, or a related field, with 2-3 years of experience in customer service, service coordination, or administrative support, ideally in a workshop or maintenance environment.Customer Service Skills: Strong interpersonal and communication skills to engage effectively with customers, understand their needs, and build long-term relationships.Technical Knowledge: Basic understanding of vehicle maintenance or diagnostics; proficiency in Microsoft Office and scheduling or CRM software is essential. Experience with service management systems or vehicle diagnostics software is an advantage.BenefitsChan Chee Meng
EA 07C3069
R1110620

Royal Ocean Marine