Service Solutions Center Coordinator

Overview

Milton CAT is seeking a customer service-oriented individual to join our Service Solutions Center team in Milford, MA.  The Service Solutions Center operates as a virtual fleet manager, centralizing and controlling the service and maintenance functions of our customers machines.  The Service Solutions Center Coordinator plays an integral role in keeping our customers equipment running at its best.  Utilizing state of the art GPS tracking software, Coordinators can seamlessly handle tasks ranging from planning and scheduling maintenance needs to diagnosing fault codes sent via satellite. 

The service provided by the Solutions Center helps Milton CAT remain a customer-oriented company and helps avoid costly machine down-time to our valued customers.  This position is a great opportunity for anyone who is seeking a long-term career and has the desire to grow and advance within the company.

Responsibilities

• Perform contract management for Customer Support Agreements by updating and managing equipment hours, scheduling active service events, tracking target service deadlines, performing follow up customer calls, reviewing work order repairs and updating contract notes.
• Provide service and support coverage to customers by utilizing GPS tracking hardware and software applications to schedule preventative maintenance or diagnose issues on customer’s equipment. 
• Provide phone coverage and customer support for daily operations within the Service Solutions Center.
• Document and maintain approved process and procedures for all daily responsibilities within the Service Solutions Center.
• Provide sales and technical support for all customer software and online tool accounts.
• Perform after-service courtesy calls to customers.
• Perform customer billing and reconciliation for various applications.
• Enter and maintain data on software and program subscriptions customers are participating in.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.

• Bachelor’s degree required, focus in Business, IT or Engineering Technology preferred
• Strong communication skills and ability to effectively engage with customers and Milton CAT employees at a professional level both on the phone and in person.
• Computer literate, with experience in Microsoft products required.
• Able to work effectively in a team setting to expedite requests and provide timely and accurate service. 
• A high level of organization with the ability to multi-task in a fast-paced working environment.
• Dependable and willing to go the extra mile when it comes to showing customers the Milton CAT commitment.
• Must have a valid driver’s license and maintain a clean driving record.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered.  You must apply online. Background checks and drug testing are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer.  Milton CAT is a Drug-Free workplace.