What are the responsibilities and job description for the Coord., Field Services position at Evident Microscopy?
At Evident, we deliver optical technology that pushes the limits of scientific discovery. Through advanced microscopy solutions, we help researchers and innovators illuminate the unseen.
Evident supplies advanced solutions that help make the world safer and healthier. Committed to developing new technologies and delivering world-class customer service, our responsibility goes beyond manufacturing products—we are pioneers. For more information : https://www.evidentscientific.com/en/
Job Description
The Field Service Coordinator will provide administrative assistance to the Field Service organization and is customer facing. The employee will audit and maintain a reporting system for critical service data, complete routine projects and provide administrative support for TAC, Field Service, and In-house Repair Operations personnel.
Job Duties
Able to support Field Services.
Works closely with In-house repair technicians, field service engineers, sales representatives, customer service representatives, other support personnels, and service managers to answer inquiries from customers about our services.
Ensure timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction.
Works directly with outside Vendors for billing and warranty verification.
Verifies and processes all data entered on Field Service Reports (FSR) submitted by the Field Service Engineers. This data must comply with Evident standards.
Resolves and processes any invoice discrepancies by conducting research and issuing credits and rebills within our CRM/ERP system.
Develops and processes weekly, monthly, and quarterly reports as required to provide current data to Management.
Bill vendor for warranty repair work.
Provides administrative support for Field Service, TAC Engineers, and Service Operations. Also provides
Data entry support for special projects.
Escalates support issues to Management to ensure customer satisfaction.
Performs other related duties as assigned including service tool procurement.
Job Requirements
Education: BA or BS degree is preferred. Minimum requirement is with an Associates degree or Vocational School certificate.
Experience: 0-4 years’ experience of field service or technical customer support or equivalent experience required.
Skills
Must have excellent written and verbal communication skills.
Must be Computer literate with strong working knowledge of popular software packages such as Microsoft
Word, Excel, PowerPoint, SFDC/SAP/NetSuite.
Other Considerations (travel/hours availability, etc.): Work flexible hours as required.
Core Evident Behaviors
Think Big - Sets ambitious goals, thinks beyond the immediate and works outside of own area for insight and inspiration to excel
Own the Outcome - takes a high degree of personal accountability and ownership, and embraces a customer-centric approach to prioritization, planning, and work
Test. Decide. Go. -Open minded, willing to try new things, balances risk with agility in a culture of learning and rapid growth, moves at pace to get the right things done
Kaizen Everywhere, Everyday - Solicits feedback to enhance effectiveness; continually identifies and drives improvement and new ways of working, operating, and thinking
Grow Together - Listens openly, embraces learning, and values diverse perspectives to spark ideas and build a stronger, more dynamic team
Annual salary 43K - 54K plus 5% bonus
We realize that work is more than just a job for you.
It is a big part of your life, but not the only one. That's why we offer competitive salaries, an annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible hours, parental and adoption leave, on-site services and support networks, all so that you are ready to meet life's challenges.
We are committed to fostering a culture of well-being and inclusion by conveying the values that are most important to our employees.
Evident supplies advanced solutions that help make the world safer and healthier. Committed to developing new technologies and delivering world-class customer service, our responsibility goes beyond manufacturing products—we are pioneers. For more information : https://www.evidentscientific.com/en/
Job Description
The Field Service Coordinator will provide administrative assistance to the Field Service organization and is customer facing. The employee will audit and maintain a reporting system for critical service data, complete routine projects and provide administrative support for TAC, Field Service, and In-house Repair Operations personnel.
Job Duties
Able to support Field Services.
Works closely with In-house repair technicians, field service engineers, sales representatives, customer service representatives, other support personnels, and service managers to answer inquiries from customers about our services.
Ensure timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction.
Works directly with outside Vendors for billing and warranty verification.
Verifies and processes all data entered on Field Service Reports (FSR) submitted by the Field Service Engineers. This data must comply with Evident standards.
Resolves and processes any invoice discrepancies by conducting research and issuing credits and rebills within our CRM/ERP system.
Develops and processes weekly, monthly, and quarterly reports as required to provide current data to Management.
Bill vendor for warranty repair work.
Provides administrative support for Field Service, TAC Engineers, and Service Operations. Also provides
Data entry support for special projects.
Escalates support issues to Management to ensure customer satisfaction.
Performs other related duties as assigned including service tool procurement.
Job Requirements
Education: BA or BS degree is preferred. Minimum requirement is with an Associates degree or Vocational School certificate.
Experience: 0-4 years’ experience of field service or technical customer support or equivalent experience required.
Skills
Must have excellent written and verbal communication skills.
Must be Computer literate with strong working knowledge of popular software packages such as Microsoft
Word, Excel, PowerPoint, SFDC/SAP/NetSuite.
Other Considerations (travel/hours availability, etc.): Work flexible hours as required.
Core Evident Behaviors
Think Big - Sets ambitious goals, thinks beyond the immediate and works outside of own area for insight and inspiration to excel
Own the Outcome - takes a high degree of personal accountability and ownership, and embraces a customer-centric approach to prioritization, planning, and work
Test. Decide. Go. -Open minded, willing to try new things, balances risk with agility in a culture of learning and rapid growth, moves at pace to get the right things done
Kaizen Everywhere, Everyday - Solicits feedback to enhance effectiveness; continually identifies and drives improvement and new ways of working, operating, and thinking
Grow Together - Listens openly, embraces learning, and values diverse perspectives to spark ideas and build a stronger, more dynamic team
Annual salary 43K - 54K plus 5% bonus
- Many Evident positions are located at export-control-restricted work locations or require access to export-controlled information. To be considered for these positions, you must be a U.S. Persons. If hired, you must be able to provide valid proof of such status.
We realize that work is more than just a job for you.
It is a big part of your life, but not the only one. That's why we offer competitive salaries, an annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible hours, parental and adoption leave, on-site services and support networks, all so that you are ready to meet life's challenges.
We are committed to fostering a culture of well-being and inclusion by conveying the values that are most important to our employees.