Summary: This position is a liaison between MULTIVAC Sales Division, customers and Field Service Technicians for scheduling service technicians to customer locations for installations, routine maintenance, and repair in such a manner that allows MULTIVAC to maintain strong customer relations and promote business growth.
Time Utilization: Normal business hours are 8:00am to 5:00pm. Schedule needs to be flexible to accommodate internal and external customer’s schedules. This position may travel up to 5% of the time.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
Maintain an organized account of the activity in the region with supporting documentation of service requests
While calming the customer during their production challenges, maintain tracking of technician status and next availability. Constant communication with Sales, customer, technicians, and manager is required.
Manage communication with technicians to receive updates on their progress and give assignments. Take communication from customers to schedule service calls. Enter all necessary information into SAP planning software and technician calendars. Determine and assign priority levels of customer request. Works in close cooperation with and consistently informs regional service manager of relevant information. Schedule technicians with the cost to Multivac and customer in mind. Maintain written record of service calls. Work with the training coordinator to match field service trainees with experienced technicians for field experience goals.
Coordinate with Credit Department on customer billings and receivables that impact service calls or installations. Ensure that technicians are not dispatched to customers on credit hold.
Coordinate schedules with Installation Planner and Project Managers to ensure proper resources are scheduled
Update customer database, contacts, and information with regards to machine locations and movements, and maintain CRM contacts. Expedite internal paperwork to assist technicians and managers as needed.
Enter service reports into ERP system, checking for accuracy, reporting errors back to service management. Verify technician jobs are prepared for invoicing, making corrections as needed.
Ensure continuous communication regarding status updates with Rebuild /Remanufacturing shop and customers to ensure proper scheduling for the installation
Coordinate with international freight coordinator in regards to machine/retrofit shipments from factory to ensure installation is scheduled accordingly with the customer
Provide formal cost estimate to external and internal customers for installations and service work
Coordinate with Accounting to set up new accounts in SAP
Provide and ensure credit applications and credit card authorization forms are received prior to dispatching a technician
Act as an occasional liaison between the customer and parts group to communicate customer parts needs to that group and to assist in the coordination of parts and technician arrival
Provide field service job confirmation to customers once the job has been confirmed
Establish and provide technician schedule on a weekly basis to sales and service personnel
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Associate’s degree and two years related experience with high volume customer service call center, scheduling, or dispatch work environments; or equivalent combination of education and experience. Ability to handle changing priorities and multiple projects simultaneously required.
Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: 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. Must have strong decision making ability.
Computer Skills: To perform this job successfully, an individual must be proficient in MS Office, particularly Word, Excel, and Outlook. Previous experience with ERP systems preferred.
Certificates and Licenses: Current valid driver’s license and the ability to obtain a passport for travel as required by position.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Work Environment: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the associate is regularly required to sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The associate is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
MULTIVAC Behavior Standard: Maintain a positive work atmosphere by acting and communicating in a respectful manner with others at all times.