Job Description:
The Technical Services Coordinator will perform essential job requirements in a dynamic service environment where planning, organizing skills and related experience are essential for success He/she maintains responsibilities for working closely with the field management team and other staff to support internal and external customers by coordinating and organizing all aspects of the field service process including resource dispatch field service, parts planning and ordering, supplier and dealer interface, and performing checks and balances for reporting, billing and execution of service work performed.
Job Duties
• Data reporting and analysis
• Coordinates support of all non-technical day-to-day Field Service administrative requirements through coordination with Technical Assistance Center (TAC), Regional Service Supervisors and Senior Manager of Field Service Operations.
• Create assets and projects, service quoting, processing purchase orders, parts allocation, task creation, case assignment, accurate billing to customer and final part designation.
• Performs part order requests within NetSuite beginning with creation or selection of job/project.
• Confirm part availability order as needed and coordinate shipment with field service engineer and customer.
• Monitor parts on backorder status for availability to provide timely shipment when part becomes available and notify field engineer and management.
• Performs part return requests (D4s) within NetSuite to ensure appropriate return of parts shipped by no longer needed.
• If an appropriate Parent Customer does not exist in NetSuite, submit requests to Customer Maintenance to establish the correct customer for asset creation job/projects etc.
• Setup new vendors and prepare commercial invoices as needed. Effectively process requests as needed in support of Field staff and internal resources.
• Communicate with co-workers regarding the identification of critical support situations requiring focused attention/escalation to achieve desired resolutions.
• Manage external customer communications both verbal and written in alignment with existing business protocols and concepts designed around a customer first mentality.
• Creates and distributes Key Performance Indicator reports using Excel or other applicable software.
• Performs other related duties as assigned.
Quals--
Required Qualifications:
• Minimum Associates degree, Bachelor's degree preferred.
• Minimum two years prior experience in a technical services or related environment dealing directly with customers via phone support is required.
• Must be computer literate including Microsoft Word, Excel, PowerPoint and Adobe Acrobat
• Data entry and typing skills are required.
Preferred Qualifications:
• Experience working with Biological and Industrial Microscopes is highly preferred.
• Consideration will be given to similar types of precision instruments.
• Must like to interface with customers and take pride in helping others solve problems.
• Must be very organized and detail oriented and have the ability to multitask in a dynamic fast paced environment.
• Must be enthusiastic self-starter with the ability to plan organize and prioritize work.
• Capable of reviewing current processes including suggestions for improvement.
• Experience with NetSuite, SAP, Sales Force or other related CRM databases preferred
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