Field Service Coordinator

SUMMARY

Credentials: Associate's degree or equivalent from two-year college or technical school; one to three years related experience and/or training; high school diploma or GED.

Skills: Effective communication, problem-solving, mathematical, and interpersonal skills. Ability to work with basic mathematical concepts and interpret written and verbal instructions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Communicates with customers via phone, email, and in person to aid in onsite assembly and onsite issues.
• Attends virtual weekly meetings with customers to resolve open service cases.
• Buils/maintains customer relationships.
• Reliable resource for external and internal customers.
• Logs and tracks service cases to timely resolve customer issues and track quality metrics.
• Maintains customer quality software daily and determines legitimacy of quality issues.
• Remotely troubleshoots customer questions and issues.
• Diagnoses/confers with supervisor, engineers, production personnel, or others to resolve field service problems; checking blueprints, repair manuals, and parts catalogs as necessary.
• Identifies ongoing quality issues/improvement opportunities and works with quality/engineering/production teams to drive design/process improvements.
• Quotes material and onsite service work.
• Enters sales orders, creates service jobs, and tracks them to ensure customer needs are met timely.
• Travel to customer sites to build relationships and aid in installation/troubleshooting.
• Operates as point of contact for EK field service technicians.
• Works with Field Service Technicians to develop work instructions for common repairs.
• Participate in root cause analysis activities.
• Aid in preparation of corrective action and project updates for customers.
• Create quality alerts to communicate customer feedback to production.
• Engage production staff in providing feedback from customers.
• Facilitate improvement discussions between production, engineering, and PMs.
• Cleans and organizes work area.

QUALIFICATIONS

• Education and Experience: Associate's degree or equivalent from two-year college or technical school; one to three years related experience and/or training; high school diploma or GED.
• Languages: Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical Skills: Ability to work with mathematical concepts such as fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Abilities: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Physical Demands: Regularly stands, walks, sits, uses hands to finger, handle, or feel; reaches with hands and arms; stoops, kneels, crouches, or crawls; talks or hears. Must regularly lift and/or move up to 25 pounds and may occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work Environment: Regular exposure to moving mechanical parts and fumes or airborne particles. Noise level in the work environment is usually moderate.