Aftermarket Services Coordinator

T.D. Williamson•Tulsa, OK

About The Position

At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably. What sets us apart is our expertise, experience and commitment. Each day we dedicate ourselves to treating each other, our customers and our community with care and respect. Overview Serve as a primary consultant on customer equipment service matters relating to policies, programs, capabilities, requirements, and long-range goals. Often the first-person customers and sales come in contact with to support undefined equipment service needs. Act as liaison between sales and operations with responsibilities for communicating with customers about equipment needs (maintenance, repair, overhaul, upgrade). Schedule work and relay information to the appropriate internal contact(s).

Requirements

Technical degree and three (3) to five (5) years of pipeline operations experience or an equivalent combination of education and experience.
Working knowledge of materials and equipment including sizes, pressure classes, codes, bypasses, etc.
Working knowledge and experience of HT&P products, maintenance, and repairs.
Ability to stand for long periods of time, working in a shop.
Ability to lift 50lbs.
Ability to generate a timeline for mobilization/demobilization of equipment and mechanics to accurately provide details to quote.
Ability to speak English required.

Responsibilities

Advise customers about OEM recommendations.
Perform routine communications and interactions with OSRs and direct customers.
Problem solves by translating customer-reported problems into actionable service solutions.
Confer with customer or OSR about equipment condition and use history to select appropriate service.
Assist inside sales with translating customer requests into quote appropriate services, lead-times, and costing.
Work with supply chain and 3rd-party vendors to develop sub out requirements, options and estimates for repair support when applicable.
Write and verify accurate repair orders and include supporting documentation for undefined or complex services (materials, labor, lead-time).
Serve as liaison between service manager, shop and parts personnel, mechanics, customer service (warranty/complaints).
Work with mechanics to determine necessary repairs and possible alternatives to cut costs for customer.
Work with appropriate site contacts to develop a schedule/appointment for shop services.
Assists with identifying “lead time/promised time”.
Make recommendations in accordance with engineering and quality management requirements and customer protection needs.
Maintains customer equipment service requirements including forms, menus, templates, decision trees, costing guides.
Support problem solving and continuous improvement efforts to eliminate comebacks and non-conformances.
Analyze historic trends and data; recommend program and process enhancements were needed.
Maintain customer records in asset database.