Service Coordinator

ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit http://www.ProMachBuilt.com and for more information on ProMach Careers, visit http://www.ProMachCareers.com.

Do we have your attention? Keep reading.

Provide assistance to the Life Cycle Management Director to ensure customers receive prompt and quality product support. Support Service & Parts Technical Representatives with technical information and administrative functions.

Are you passionate about this work?

• Prioritizes, schedules, and assigns work to Axon’s field service technicians to ensure all customers receive effective, efficient, and superior product support.
• Perform all scheduling through Salesforce Field Service Lightening.
• Correspond directly with customers on service issues and assists LCM Director with resolving customer problems. These problems include those reported by Service Technical Representatives as well as those received directly from the customer. Coordinate action required from service trips and prepare correspondence on any safety issues discovered.
• Provide support for Service Technical Representatives which includes providing technical information on parts/equipment/machinery operations, customer feedback, and administrative functions e.g. travel changes, expense reporting, assist with maintaining customer on-site working and travel hours, etc.
• Assist with scheduling service assignments and changes to accommodate customers’ needs. This includes booking or changing the booking for Service Technical Representatives’ travel arrangements as necessary.
• Review all information submitted by service technicians for invoicing to ensure correct and make changes when necessary. Complete invoicing for service jobs to customers.
• Generate all warranty and warranty exchange orders including follow-up on order status and shipment dates/schedules. Check exchanged parts before shipment to ensure correct. Ensure delivery to customers and gather all documentation. Track warranty exchange (special exchange reserve) orders which includes contacting customer concerning the return or designated parts and issuing appropriate credits to the customer for defective part.
• Respond to all office E-Mail through Salesforce email to case(includes Service/Part Technical Representatives general E-Mail address).
• Proactively approach customers to schedule Preferred Service Contract maintenance visits as well as promotional training and evaluation trips to ensure maximum Service Technician utilization and meet Preferred Service contractual obligations.
• Promote, coordinate, and help develop initial and follow-up training programs for customers. This includes conducting needs assessments, providing cost estimates, scheduling sessions, preparing training materials, etc.
• Actively pursue methods to help reduce costs and improve efficiency within the Service Department.
• Coordinate the production and distribution of Aftermarket Service Bulletins.
• Handle messages of “rollover” calls for the Parts Sales Department. This may include providing information regarding price and part availability.
• Performs additional duties and assignments as directed by management.
  
  

What’s in it for you?

There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

Does this sound like you?

• High School degree or GED. 1 years of Technical School.
• 2 years technical support experience.
• Prefer packaging machinery.
• ERP and Salesfroce experience a plus with Syteline experience preferred.
• Good technical skills. Good organizational skills.
• Good computer skills which includes MicroSoft office software.
• Good personal communication skills includes written and verbal.
• Good problem solving and independent judgement skills.
• Ability to read & understand complex engineering designs which includes wiring schematics.
• Good interpersonal skills and ability to successfully handle a multi-tasked role.
  
  

BENEFITS: Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan and a wellness program. There is no waiting period for benefits – you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach utilizes E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.

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