What are the responsibilities and job description for the Service Field Support Coordinator position at Karl Storz Endoscopy?
Job Summary
The Field Support Coordinator role is a vital position that requires dedicated individuals who possesses not only technical skills, but exceptional organizational abilities. As the cornerstone of our Service field operations, you will ensure that our team is well-equipped and supported in order to deliver outstanding customer service. Your day-to-day responsibilities will involve overseeing logistics and providing on-the-ground support for various projects for the Service organization.
Shift: 7:30AM-4:00PM
This position requires a proactive approach to problem-solving, as you will be the first point of contact for any challenges that arise in the field. You'll collaborate closely with both field personnel and office staff, ensuring that communication flows smoothly and all parties are aligned on project goals. Additionally, you will play a crucial role in training new field staff, sharing your expertise and knowledge to foster a culture of continuous improvement. By analyzing field data and generating reports, you will help the Service organization identify areas for enhancement and efficiency. Your work will directly impact our clients' satisfaction and the overall success of our field operations, making you an indispensable member of our team.
Key Responsibilities
Facilitate and organize Service 1 Training events, including travel arrangements and accommodations for participants.
Collaborate with various departments (Customer Support, Quality, Compliance, Sales Analytics, and Service Contract Operations) to resolve issues related to Onsite Endoscopic Specialist (OES) team.
Collaborate with Training Leadership to assess and prioritize training needs across the department.
Assist with equipment management, including calibration of Hi-Pot testers and creating purchase requisitions for necessary tools.
Plan and manage logistics across multiple time zones and parties to deliver high-quality administrative services.
Develop and maintain commercial and clinical development calendars, coordinating meetings, conferences, and travel effectively.
Support leadership team members with administrative tasks, particularly related to team meetings, industry tradeshows, and events.
Prepare onboarding materials, including welcome kits, to ensure new hires have a smooth transition.
Manage IT support requests for new hires, coordinating equipment and access with Region Managers.
Troubleshoot and resolve technical issues related to software, such as Tableau, and hardware in a timely manner.
Coordinate on-site support for field operations to ensure seamless functionality of department applications.
Collaborate with P1 Sales Consultants to understand reporting needs and tailor deliverables accordingly.
Prepare detailed reports on contract metrics for P1SC's and present findings to stakeholders.
Generate and analyze customer and supply automation reports to facilitate informed decision-making for the Service organization.
Conduct reporting and data analysis using SAP, Tableau, and Excel, focusing on various operational metrics and performance reports.
Conduct field tool audits to ensure compliance and optimal performance.
Minimum Knowledge, Education and Skill Requirements
Required
5 years of administrative or customer service experience, including reporting experience, preferably in a field support or service environment
Proficient with Microsoft Office applications, SAP, Tableau; experience with reporting and data analysis
Possess critical thinking skills, the ability to multi-task, and effectively prioritize work
A proven track-record of problem resolution and the ability to make sound decisions in a fast-paced environment
Ability to communicate effectively, verbally and in writing, with all levels of management
Ability to work with all levels of staff and management as a self-starter and in a team environment
Demonstrated ability to plan and organize own work and projects
Position requires continuous and varying degrees of movement in a fast-paced environment; bending, reaching, and grabbing
Preferred
Associate's degree preferred
Knowledge of all Service business applications utilized by field sales and management
Essential Function
Must be able to maintain productive working relationships and treat fellow employees with respect.
Has contact with:
Physical requirement/Demands:
Mental requirements/Emotional Demands:
Interpersonal and communication skills:
Core Requirements
Degree of accountability:
Degree of decision making:
Financial/Budgetary:
Safety:
Quality:
Supervision:
Authority to Sign (not applicable for North America):
Travel:
KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment.