Job Description

Scope of Job:

This role will provide, in a timely and efficient fashion, management, organization and coordination of on-site technical interventions.

Key Responsibilities:

• Coordinates with customer sites to ensure timely service of equipment by certified dealers and vendors
• Manage on site interventions, preparation and follow up
• Manage internal and external technician planning
• Manage deadlines across the team to ensure service projects are delivered on time and on budget.
• Utilizes company tools for scheduling and maintains accurate and complete records of all customer interactions i.e. phone support, service, and preventive maintenance
• Manages escalation of issues to assure timely resolution
• Analyzes recurring customer issues and trends to suggest corrective actions
• Provides feedback to quality control related to defects found in the field
• Supports other departments with answers to frequently asked questions from customers
• Manages, in a timely fashion, personal schedule, expense reports, reporting of hours and travel arrangements
• Provides active and open communication to customers and dealers so they are free to discuss their requirements, concerns and/or issues
• Performs other duties as assigned

Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. It is expected that this role will perform other duties as assigned.

Qualifications and Skills:

This role is pivotal in supporting customer service efforts. The individual in this position must have a high degree of integrity, resourcefulness, and professionalism in working with colleagues and clients. Relationship building, client service, the ability to follow up in a timely manner, critical thinking and focus on details are critical for success.

• Prior experience performing job planning, scheduling, and tracking of orders/materials needed
• Minimum of two (2) years of electro-mechanical experience and experience in automated machinery manufacturing
• Minimum education of a Bachelor’s Degree
• Ability to work within a cross functional team and provide support and assistance to all members of the team
• Excellent customer service skills required
• Ability to communicate effectively required
• Strong computer skills, including proficiency in current versions of MS Office is required, and must be able to navigate custom databases and on-line document management software
• Experience in CRM, SAP, Salesforce is a plus
• Travel up to 10% is required

Work Environment (Position / % of time per day or frequency):

Walking / 5%

Standing / 5%

Sitting / 60%

Twisting, turning, and Squatting / 20%

Lifting / Up to 50 lbs. 10%

Must be able to pass background check and drug screening.

We are an EEO (Equal Employment Opportunity) Employer. Our search and selection process are based on identifying qualified candidates who are highly motivated to grow with our company. Employment decisions are based on the principles of equal employment opportunity. Recruitment, testing/assessment, selection, and promotion will be administered without regard to race, color, sexual orientation, physical or mental disability, religion, age, ancestry or national origin, whistleblower activity, previous assertion of a claim or right under worker’s compensation, marital status, genetic information, or any other characteristic protected by federal, state, or local law.

Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.

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