Regional Service Coordinator | Grand Rapids, MI

Job Purpose 

To provide administrative support in the Service Department 

Authority Statement

The Job Title listed empowers the Incumbent with the authority to execute all duties and responsibilities listed below. In the event of a conflict of authority, the Incumbent shall elevate to direct supervisor for resolution.

Duties and Responsibilities

•Coordinate complex projects and all related service activities to provide excellent customer service while maintaining acceptable margins for the service department.

•Assist to train customers on the proper: usage of CSZ equipment, maintenance procedures, controller functions, and test profiles while maintaining high levels of customer satisfaction.

•Liaise with various departments and internal service technicians regarding equipment failures to provide issue resolution.

•Utilizes math and Excel skills to provide cost effective methods for chamber modifications, upgrades, and repairs.

•Able to open, coordinate, close and ship production, repair, and customer orders.

•Assist technical phone support activities by screening incoming calls and ensuring the effective use of the available resources.

•Complete and circulate all necessary paperwork for: warranty, SRV, and IND’s.

•Maintain a neat, organized and correctly identified raw material, finished goods and loaner storage area.

•Assist in cycle counting and reconciling service inventory.

•Enter warranty and SRV information into the CRM database as required.

•Scheduling of service calls either with internal technicians or ISOs (Independent service organizations)

•Provide quotations for chamber installations, modifications, upgrades and repairs.

•Assist in the planning and organization of customer and ISO training seminars when requested by Lead Service Coordinator.

•Enter customer calls or emails to tracking system in orderly and timely fashion. Keep details updated and report findings at daily meeting until closure.

•Creation and maintenance of RMA’s and database. NCM process with Quality when it applicable.

Qualifications

•Candidates should have proven leadership, coaching, business and relationship management experience

•High School diploma or GED required; Associates or Bachelor’s Degree preferred.

•1-5 years’ experience

•Ability to interact and be courteous with customers and contractors with the tenacity to make sure open items are closed in a timely fashion.

•Maintains a high level of focus on the importance of customer satisfaction and contribute to growth of customer base.

•Ability to field service calls and be technically conversant in troubleshooting.

•Have knowledge of MRP as it effects service parts requirements and production.

•Operate necessary computer systems: Visual Manufacturing, CRM, Industrial Engineering Drives, MS Outlook, Word, Excel.

•Good working knowledge of: CSZ product line, controller capabilities, and engineering drawing and historical database.

•Ability to address and understand complex issues; work with engineering, production, and any other necessary resource to resolve said issues.

•Must be able to follow direction

•Work cohesively with others and learn to communicate effectively with customers.

•Ability to handle multiple priorities and thrive in a high change, multinational work environment

•Positive attitude, mission-driven, action-oriented and self-directed

•Possess and consistently demonstrate a ''can do'' attitude. The successful candidate must be able to challenge the norm to enable departmental and company growth

•Excellent interpersonal and communication skills with the ability to readily communicate with all levels of the organization

Working Conditions*

Mostly stationary work with occasional movement throughout facilities to access files, chambers, office machinery, etc. Works at a desk and a computer screen for extended periods of time. Employee must be able to manually enter data to the computer system and understand the screen and images that appear. Frequently lifting and carrying up to 10 lbs. and occasionally lifting up to 50 lbs. Use of hands to hold, lift and handle materials. Occasional climbing, bending and squatting. Significant portions of travel time (both car and air) may involve extended sedentary periods. Subject to weather and adverse driving conditions when outside.

Direct Reports: No

Non-Exempt | Full-Time | 40 Hours / Week