Installation Project Support Coordinator

SUMMARY

The Installation Project Support Coordinator will be a proactive role within Order Fulfillment under the direction of the Installation Manager and a collaborative engagement with an assigned Region, Distributor, or Project Managers. The role requires the ability to coordinate and execute multiple simultaneous projects, while dealing with diverse issues, and ever-changing information.  The role will involve interfacing directly, collaboratively, and professionally with customers, distributors, vendors, and Makino departments globally.

• Collaborate with customers, distributors, vendors, and Makino personnel to execute the fulfillment of new machine delivery in accordance with Sales Order and Customer requirements.
• Act as single-point-of-contact for all activities related to assigned installations for Regional Sales, Customer Support and Scheduling personnel
• Coordinate the execution of all back-office administrative activities related to verification of orders, project creation and updates, including data entry into Scheduling, Tracking, Project Management, and Field Service Management software.
• Prepare and coordinate communication of all installation requirements, roles and responsibilities based on product and option complexity as well as customer requirements.
• Coordinate the assignment of Site Coordinators on appropriately accrued projects.
• Review and collate technical data and archive into appropriate locations within HistoryDoc.
• Coordinate with all Stakeholders to verify compliance with requirements and schedule arrival of machine, options, labor, and peripherals to best-case scenario for Customer.
• Interface with Gauge Tracker to identify and schedule appropriate equipment for completion of installation, including any necessary adjustments to scheduling or equipment needs.
• Process requests for damaged, missing, or incorrect parts from notification through delivery to installation site while collaborating with all applicable Stakeholders.
• Act as information liaison between Field, Technical Support, and Engineering Teams to resolve any questions regarding machine or option content, ensuring appropriate follow-up and resolution.
• Verify machine and option installation has been completed and all supporting documentation finalized and relegated to appropriate databases and storage locations.
• Resolve any administrative deficiencies by collaborating with Regional and Distributor Customer Support Management to bring into compliance and close Request ID at completion.
• Process distributor invoices by ensuring accuracy and correcting discrepancies prior to submission for payment.
• Act as Subject Matter Expert for install documentation and product installation standards for machines and option content, ensuring standardization of processes and adherence to best practices.
• Participate in the feedback loop of continuous product improvement efforts within MM Engineering and Makino globally.

• Extensive technical knowledge of machine tool products and general manufacturing processes
• Ability to prioritize multiple activities understanding the influence on short- and long-term relationships with customers and the impact these have on company performance
• Information literacy and ability to effectively utilize diverse database structures, information archives, SAP, Field Service Management, and Project Management software.
• Digital literacy to utilize basic concepts of computing, networking, augmented reality, and multimedia to communicate across all available platforms effectively
• Excellent communication and customer relation skills with a focus on tactful and persuasive discussions
• Project Leadership with the ability to manage multiple projects simultaneously.
• Strong PC skills with SAP, Metrics/FSM, and other relevant systems.

• A two-year Engineering Technology degree and field service experience or extensive technical machine tool background of at least five years and project leadership experience.