At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.
Position Description
The Service Coordinator t is responsible for managing data center customers within the North American Aftermarket department. They serve as the primary point of contact for both the data center customers and account managers, ensuring effective communication and support.
Key Responsibilities
Project Management
- Attend daily and/or weekly Commissioning Calls for active projects.
- Provide status updates to stakeholders, account managers, and upper management.
- Coordinate all service activities for the site.
- Ensure that account managers receive the necessary service documentation, including service tickets, startup sheets, and warranty certificates
Service Coordination
- Coordinate startup logistics for data center customer sites.
- Verify services purchased within a sales order.
- Generate quotations for after-sales services.
- Interface with data center customers, GCs and account managers via email or phone, ensuring timely and accurate communication.
- Maintain a comprehensive understanding of the company's product lines.
- Ensure thorough completion and upload of required documents to service orders for QA closeout, including startup checklists and service tickets/field reports.
- Proactively communicate with technicians regarding job status.
- Provide technicians and account managers with relevant scheduling details.
- Coordinate the required parts and equipment for service visits, ensuring availability and readiness as needed.
- Review service tickets and checklists for accuracy and discrepancies.
- Initiate and maintain customer warranties, providing warranty certification to end-users upon request.
- Document work processes for the assigned area of responsibility.
- Perform other duties as required.
Product Support Single Point Contact
- Field calls from key account managers and key account customers, directing them to the appropriate department.
- Collaborate with the Leadership Team to expedite problem resolution.
- Provide service history and/or call history upon request.
Required Education & Qualifications
- Associate degree or high school diploma with equivalent customer service experience.
- 5+ years of customer service experience.
- Proficiency in Microsoft Office software.
- Previous HVAC service/dispatching experience preferred but not required.
Qualifications/Characteristics
- Commitment to service excellence and a Customer-First attitude.
- Excellent verbal and written communication skills.
- Ability to work without direct supervision.
- Professionalism and patience/empathy in time-sensitive situations.
- Ability to learn and become proficient in SAP (operating system).
- Strong work ethic, trainability, coachability, flexibility, and a visionary approach.
- Ability to remain calm under pressure.
- Attention to detail is essential.
- Strong decision-making and communication skills.
- Sound practical judgment of priorities.
- Ability to work independently and as a team member.
Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.
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