Customer Service Coordinator

2 weeks ago

Bolton, Bolton, United Kingdom Trane Technologies Full time

About Trane Technologies

At Trane Technologies and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home.

Position Overview

The Service Coordinator plays a vital role in ensuring exceptional customer service and support. This position is responsible for scheduling service technicians' workload and coordinating customer needs and expectations. The goal is to maximize technician productivity and enhance the overall customer experience while improving operational processes.

Key Responsibilities

  • Provide exceptional customer service by handling a high volume of incoming calls in a proactive manner.
  • Schedule technicians for various tasks, including Planned Preventative Maintenance (PPM), Customer Breakdowns, Warranty work, Hire and Commissioning workloads.
  • Build and maintain strong relationships with customers, acting as a trusted point of contact.
  • Collaborate effectively with Service, Sales, and Operations Teams to share key customer insights and ensure seamless communication.
  • Ensure timely processing of invoices within approved limits and established departmental procedures.
  • Generate regular reports on completed invoiced work orders for analysis and performance tracking.
  • Foster strong relationships with customers through exceptional service and support.
  • Support service technicians and ensure adequate team coverage across regional service desks during peak periods.
  • Communicate effectively with supervisors, technicians, and customers to provide updates and drive continuous improvement initiatives.

Skills and Qualifications

  • Proven experience in a customer care or service support role within a manufacturing environment is highly advantageous.
  • Strong understanding of customer service principles and best practices.
  • Excellent interpersonal skills with the ability to motivate technicians to deliver exceptional customer experiences.
  • Effective communication skills, both written and verbal.
  • Knowledge of processing invoices and Purchase Orders within defined authority limits.
  • Analytical thinking and problem-solving abilities.
  • Proficiency in using customer service software and the Microsoft Office Suite.
  • Familiarity with Inspire systems is beneficial, but training can be provided.

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