Service Support Coordinator

Brief Description About Monarch At Monarch, we are working with farmers around the world to reduce carbon emissions one tractor at a time. Our team is passionate about making a positive environmental impact in the untapped market of Agtech through innovation and emerging technology. The global implementation of our digital platforms will elevate green solutions that will power the future of farm ecosystems and kickstart the next generation of sustainable farming.

If you are interested in reducing carbon emissions, creating profitable autonomous solutions, and bringing awareness to how our food is grown, Monarch is the right place for you! Our team of engineers, farmers and industry experts will provide you with the creative space to enhance your skill set and grow your career.? We are always looking for people with a collaborative spirit to help us accelerate the compassionate mission we share to improve clean farming.

What does the job entail?

The Service Support Coordinator is the on-site liaison between the Field Service Technicians, Monarch owners & the Monarch Service Center needing assistance with Field Service or servicing/repair of their Monarch vehicle.

Responsibilities

• Interacts with Customers and responds to their requests via phone and email. Delivers excellent service by responding quickly, professionally, and going above and beyond the initial inquiry.
• Schedules and dispatches Field Service Technicians as needed to meet customer requirements and manage technician utilization. Maintains updated information in CRM and ERP.
• Maintains regular communication with customers on Service & Field Service pick up & delivery dates.
• Plans and coordinates material deliveries and inventory control to support Monarch’s Dealer Network.
• Provides quotations to customers & dealers by identifying components for repair, service, parts inquiries and building quotations.
• Uncovers customer needs and challenges and seeks to match additional Monarch solutions.

Qualifications

• 3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
• Enthusiasm and passion for Monarch and electric vehicles
• Find it rewarding to help a customer in need
• Empathy, sincerity, patience, and strong communication skills
• Excellent follow-up and probing skills
• Strong problem-solving capabilities
• The ability to maintain composure under pressure and deal with ambiguity
• The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools
• Willingness to learn new and innovative automotive technologies
• Work in a team-based environment and achieve a common goal
• Being a customer-facing role, you should be willing and able to work the occasional Saturday, with additional flexibility during busier times of the year or when necessitated by the business.

Education

• Associate or Bachelor’s Degree (four-year college or technical school) or equivalent work

Computer Skills

• Proficient in Windows, Microsoft Word, Excel & PowerPoint. Experience with ERP and CRM systems.

Minimum Physical Requirements

• Push/pull up to 30 lbs?
• Lift/carry up to 30 lbs?
• Standing, walking, using hands, talking, hearing, neck rotation, trunk rotation, stair climbing, ladder climbing, repetitive bending, kneeling, sustained squat, forward reaching, overhead reaching, supine overhead reaching, crawling, bin lift, high steps, fingering/grasping – able to use bolt box
• Indoor working conditions, noise level may be loud at times

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Monarch Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.?

What do we offer?

• Competitive Salary + Equity
• Catered Lunch / Snacks at HQ
• Electronics Allowance
• 401(k), Health, Dental, Vision, and other insurance benefits

This is not a remote position.

The ideal candidate is excited about working in-person with peers in Livermore. We bounce ideas off of each other and strive to achieve maximum collaboration. We want someone who’s excited to be part of the collaborative culture and contribute to that energy.

Diversity

Monarch Tractor is an equal opportunity employer and makes employment decisions based on merit. Monarch Tractor policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.

How We Use Your Information?

For professional, internal analysis, or employment-related purposes, including job applications.

What Personal Information We Collect?

Categories of Personal Information Collected. Monarch Tractor is collecting the following personal and sensitive personal information:

• Personal identifiers, such as name, preferred name, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name, Social Security number, date of birth, and other similar identifiers.
• Personal Records, such as signature, address, telephone number, education, employment, or employment history.
• Protected characteristics, such as minority, veteran, and disability status, through voluntary self-disclosure. Such information will only be collected as permitted by applicable law and will not be used to make hiring decisions.
• Internet or other similar network activity information, such as IP address, log-in information, or information regarding your interaction with a website, application or advertisement.
• Sensory data, such as audio and visual information, for example if using video interviewing as part of the application process, or visiting the facilities, entry and exit may be monitored by CCTV.
• Professional or employment-related information, such as work history, references, information about skills and abilities, accomplishments and awards, training and development information, performance evaluation information, and employment termination information.
• Education information, such as education history, education records (such as grades, transcripts, and class lists), and other information included in a resume or cover letter.
• Inferences drawn from other personal information, such as a profile reflecting preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.
• Other: Job interview notes, responses to screening questions, assessment results, and any other information provided in connection with the recruitment process. Monarch Tractor also collects legal and contractual information, such as information necessary to respond to law enforcement and governmental agency requests, comply with legal and contractual obligations, exercise legal and contractual rights, and initiate or respond to, or establish, exercise, and defend, legal and contractual rights claims.