• Coordinates and schedules resources to provide expert support of equipment installation, retrofit, service and training on a global level
• Serves as primary liaison with customers regarding pre-installation preparations and all service visits.
• Compiles, analyzes, and reconciles information for management and auditors, such as, field service hours, quotes, trouble failure reports, expense logs, service contract, forecasting, & quote follow-up
• Works with the Global Customer & Field Service Managers in writing labor quotes for paid service
• Ensures that all business procedures and policies are maintained and followed as it pertains to coordinators interface with the customer. For example, invoicing, order entry, general correspondence and communication with a customer
• Schedules, publishes and notifies customers of upcoming training courses and manages logistics during training events, such as conference room scheduling, training equipment, lunch and other activities as appropriate
• Works closely with the Technical Support & Field Service Managers on escalations, dispatches FSEs and critical parts shipments
• Acts as the primary point of contact during ISO audits (internal/external) and ensures compliance
• Upon receipt of a Purchase Order conducts all Epicor transactions, assigns Service Order numbers and creates the JIRA service tickets
• Supports customers with part information, pricing, and availability
• Collects, verifies and enters all Customer Service reports into Epicor, including but not limited to, timesheets, expense reports and utilization reports
• Coordinate and assists the Travel coordinator with FSE travel arrangements as needed.
• Maintains a global open Final Acceptance Testing (FAT) progress and keeps internal organization informed. Distributes internal acknowledgement once FAT is achieved.
• Maintains accurate service contract information and provides monthly update to customers
• Researches and compiles monthly budget summary and annual system warranty cost
• Works directly with the Customer Service Management team to improve the Customer service team
• Other projects as assigned
• Responsible to be aware of and adhere to the applicable Safety & Health, Quality and Environmental Process of Plasma-Therm, LLC.

• Three to five years of closely related experience is required, preferably in a customer service environment.
• A minimum of two years college education or AA degree is preferred.
• One to two years’ ERP experience, Epicor preferred.

• Detailed analytical skills
• Ability to read and interpret technical journals and reports
• Ability to compile reports and compose routine correspondence
• Ability to communicate professionally in both written and oral communications with customers, and respond to common inquires, complaints, and requests
• Ability to effectively deal with customers in all situations
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to apply statistical analysis techniques to performance data
• Ability to use and operate various types of software, ERP, (Microsoft, Word, Excel)
• Ability for multi-tasking and problem solving
• Ability to organize, participate in, and coordinate cross-functional teams

• The normal work environment is typical of a business office
• The incumbent is routinely required to sit, stand, walk, touch, see, and hear
• Ability to lift 25 pounds

Plasma-Therm designs and manufacturers plasma-processing systems that are used in fabricating advanced electronics and electro-mechanical devices. Our systems are employed in many industries, from renewable energy to consumer electronics to space science. Since its founding in 1975, Plasma-Therm has been recognized for technology leadership, with dozens of U.S. and foreign patents, and more than 30 awards for superior products and customer service. Our company is committed to innovation, excellence, and partnership. Join a team that looks beyond yesterday’s routine to tomorrow’s solutions.