What are the responsibilities and job description for the Service Coordinator position at OPTIMA packaging group?
Summary/Objective
The Service Coordinator position is directly involved with customer communications for all Optima equipment. The Service Coordinator’s role works closely with customers, developing new business relationships while actively seeking new sales of parts, service, maintenance, and upgrades to achieve high customer satisfaction and optimum machine performance.
Essential Functions
1. Directly involved in all customer needs for Optima filling equipment, isolators, and freeze-drying technology.
2. Build and strengthen customer relationships to achieve long-term partnerships.
3. Understand and exceed customer needs and expectations, to ensure customer satisfaction and optimum equipment performance. Includes but is not limited to:
- Spare Parts
- Equipment Upgrades and Improvements
- New Format Sets
- Service Visits
- Maintenance Programs
- Technical Support Inquiries
4. Listens to and comprehends customer inquiries, taking appropriate steps to address their needs.
5. Communicate directly with internal departments at Optima headquarters in Germany as needed.
6. Align technician schedules to synchronize with facility-planned shutdowns and emergency services.
7. Prepare and maintain revenue forecasting reports.
8. Create and maintain inquiries in CRM system.
9. Track critical deadlines and update Open Points lists.
Competencies
1. Strong written and verbal communication skills.
2. Excellent organizational skills and attention to detail.
3. Technical aptitude, including ability to read mechanical drawings, wiring diagrams, and manipulate 3D CAD models.
4. Must have excellent problem-solving skills to produce customer-focused answers and solutions.
5. Proficient at internal and external communication and collaboration.
6. Ability to multi-task and manage several responsibilities simultaneously.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a hybrid model, with a combination of professional office and home office settings. Customer on-site visits are expected, occasionally entering into a clean room environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies up to 20lbs.
Position Type/Expected Hours of Work
This is a full-time position. Core hours are between 8:00am and 3:45pm Monday through Friday, but expectations are to be reasonably available as needed outside of core hours.
Travel
Travel is expected for this position (20-30%), including international travel to Germany.
Required Education and Experience
1. Associate's degree in engineering or a related technical field is ideal.
2. Experience with complex manufacturing equipment, preferably in the pharmaceutical industry.
3. Professional experience in a sales or customer service role is preferred.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.