SERVICE COORDINATOR
Excellent Wages, Benefits, Retirement Packages
NC or GA Locations
We take pride when our products and expertise play a part in a smooth and profitable operation. Therefore, we always will be CREATIVE, INNOVATIVE, and RELIABLE. Our relationship with customers and partners should always be straightforward and based on fair dealing. Openness, mutual trust, and respect build the core of our company culture.
The Service Coordinator is responsible to supervise the first customer contact for service and support – initiate, prioritize, dispatch work orders to the best-suited department/personnel to resolve the customer’s request in the fastest time possible, manage the escalations, schedule technicians, maintain and provide necessary documentation, and follow-up with customers to ensure resolution and satisfaction. The Service Coordinator is the central contact between the customer and the company, so they will build, improve, and maintain the systems and resources for service interactions – phone systems, remote and connected services, after hours, CRM and work order management, scheduling and planning, training, etc. Performance objectives will be based on improving the following Service KPIs – Customer Response Time, Time to Resolution, First Time Fix, Tech Utilization and Efficiency, to name a few.
RESPONSIBILITIES:
• As the first customer contact, initiate the work order record, gather the required information, and feedback appropriately to the customer and Service organization about the steps taken toward resolution.
• Coordinate and perform first level troubleshooting, prioritizing, and planning for all equipment – supporting the regional Service organization whether it is technical service, spare parts, training, contracts, rebuilds, or warranty/QA cases.
• Advise the Service Manager of the status of open and to newly closed work orders/cases.
• Manage the escalation process and provide appropriate feedback to the customers and management.
• Maintain the knowledge and competence matrix for Service organization, with input from Service Technician Supervisors and Service Manager.
• Lead the design, improvement, and maintenance of systems/process for first contact – phone, remote and connected services, after hours, new technologies, etc. for After Market.
• Lead, plan, optimize, manage the registration logs, and participate in after hours (24/7 hotline) and provide appropriate escalation/feedback to management.
• Input in creating and maintaining technical bulletins, service documentation, etc. – elaborate existing documentation (service – maintenance – user and spare parts manuals) before product release/installation in collaboration with engineering and documentation department.
• Participate in development of the company’s training program(s) by providing insight from analysis of the work order/case logs as to needs and timing.
• Lead, plan, and participate in rebuild programs – initiate the work order record, gather the required information, providing feedback appropriately to the customer and Service organization about the steps taken toward resolution, scheduling resources, and following to customer satisfaction.
• Secure execution and administration of Service deliveries/tasks through follow up on the progress of objectives and insuring completion.
Performance objectives will be based on improving the following AfterSales KPIs – Customer Response Time, Time to Resolution, First Time Fix, Tech Utilization and Efficiency
MINIMUM QUALIFICATIONS:
• Technical Degree, BS Engineering preferred
• 10+ years technical/troubleshooting experience – preferably from an OEM Service organization.
• Strong electric, technical, and troubleshooting background – supervisory experience
• Strong knowledge of PLC, servo, networks, along with mechanical, pneumatic, hydraulic, and electrical systems hardware.
• 3+ years supervisory experience preferred
• Requires knowledge about MS Office; CRM, scheduling, and other service management software is an advantage.
• Strong written and verbal communication skills!
• Fluent English is required (Language skills in other languages are an advantage).
• High level of professionalism and integrity.
• Ability to function independently.
• Customer focus, with highest level of satisfaction in mind.
• Results driven.
• Customer response time and quality in case solving.
• Excellent project management skills.
• Flexible to customer’s needs and be able to change production direction at any time due to fast changing environment.
• Proven track record of successfully managing key plant improvements, process flows, and machine commissioning.
Employment is contingent upon the successfully completing both a pre-employment background check and a drug screening.
All candidates hired must be able to provide proper documentation of their eligibility to work in the US (I-9 form).
SERVICE COORDINATOR
Excellent Wages, Benefits, Retirement Packages
NC or GA Locations
We take pride when our products and expertise play a part in a smooth and profitable operation. Therefore, we always will be CREATIVE, INNOVATIVE, and RELIABLE. Our relationship with customers and partners should always be straightforward and based on fair dealing. Openness, mutual trust, and respect build the core of our company culture.
Property of: LRC & ASSOCIATES Larry Cassidy [email protected]
(440)309-6234 Web: Lrcassociates.us
The Service Coordinator is responsible to supervise the first customer contact for service and support – initiate, prioritize, dispatch work orders to the best-suited department/personnel to resolve the customer’s request in the fastest time possible, manage the escalations, schedule technicians, maintain and provide necessary documentation, and follow-up with customers to ensure resolution and satisfaction. The Service Coordinator is the central contact between the customer and the company, so they will build, improve, and maintain the systems and resources for service interactions – phone systems, remote and connected services, after hours, CRM and work order management, scheduling and planning, training, etc. Performance objectives will be based on improving the following Service KPIs – Customer Response Time, Time to Resolution, First Time Fix, Tech Utilization and Efficiency, to name a few.
RESPONSIBILITIES:
• As the first customer contact, initiate the work order record, gather the required information, and feedback appropriately to the customer and Service organization about the steps taken toward resolution.
• Coordinate and perform first level troubleshooting, prioritizing, and planning for all equipment – supporting the regional Service organization whether it is technical service, spare parts, training, contracts, rebuilds, or warranty/QA cases.
• Advise the Service Manager of the status of open and to newly closed work orders/cases.
• Manage the escalation process and provide appropriate feedback to the customers and management.
• Maintain the knowledge and competence matrix for Service organization, with input from Service Technician Supervisors and Service Manager.
• Lead the design, improvement, and maintenance of systems/process for first contact – phone, remote and connected services, after hours, new technologies, etc. for After Market.
• Lead, plan, optimize, manage the registration logs, and participate in after hours (24/7 hotline) and provide appropriate escalation/feedback to management.
• Input in creating and maintaining technical bulletins, service documentation, etc. – elaborate existing documentation (service – maintenance – user and spare parts manuals) before product release/installation in collaboration with engineering and documentation department.
• Participate in development of the company’s training program(s) by providing insight from analysis of the work order/case logs as to needs and timing.
• Lead, plan, and participate in rebuild programs – initiate the work order record, gather the required information, providing feedback appropriately to the customer and Service organization about the steps taken toward resolution, scheduling resources, and following to customer satisfaction.
• Secure execution and administration of Service deliveries/tasks through follow up on the progress of objectives and insuring completion.
Performance objectives will be based on improving the following AfterSales KPIs – Customer Response Time, Time to Resolution, First Time Fix, Tech Utilization and Efficiency
MINIMUM QUALIFICATIONS:
• Technical Degree, BS Engineering preferred
• 10+ years technical/troubleshooting experience – preferably from an OEM Service organization.
• Strong electric, technical, and troubleshooting background – supervisory experience
• Strong knowledge of PLC, servo, networks, along with mechanical, pneumatic, hydraulic, and electrical systems hardware.
• 3+ years supervisory experience preferred
• Requires knowledge about MS Office; CRM, scheduling, and other service management software is an advantage.
• Strong written and verbal communication skills!
• Fluent English is required (Language skills in other languages are an advantage).
• High level of professionalism and integrity.
• Ability to function independently.
• Customer focus, with highest level of satisfaction in mind.
• Results driven.
• Customer response time and quality in case solving.
• Excellent project management skills.
• Flexible to customer’s needs and be able to change production direction at any time due to fast changing environment.
• Proven track record of successfully managing key plant improvements, process flows, and machine commissioning.
Employment is contingent upon the successfully completing both a pre-employment background check and a drug screening.
All candidates hired must be able to provide proper documentation of their eligibility to work in the US (I-9 form).
An Equal Opportunity Employer – Minorities / Females / Disabled / Veterans (M/F/D/V)