Coordinator, Case Order Administration

Rolls-Royce • Mankato, MN

5d

About The Position

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance. Key Accountabilities: Coordinates communication within the Customer Care Center team and 1st level service partners on field issues and report to a centralized data capturing system. Direct the communication and escalation of service-related issues from 1st level to 3rd level Global service teams in FN, coordinating information, conducting update meetings and delivering feedback resolution to 1st level partners. Provide proactive technical assistance for electronic systems, tools, and related software and hardware to internal customers, OEMs, distributors, dealers and end users Preserve assigned area of tickets in a centralized service tool to capture critical data from event and issues in the field. Monitor and maintain the distributor database for incoming calls to After Sales Maintains proficiency in area of product specialization in order to provide the most current direction on troubleshooting and issue resolution Progresses calls to appropriate service provider and follows up to ensure that the customer receives timely support. Coordinate and maintain product information documents with technical data and procedural changes. Consult with engineering personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations Resolves technical service concerns and complaints in a timely manner Keep management advised of major technical service concerns and follows up until resolved Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct. Perform special projects as required

Requirements

• Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Bachelor's Degree in Business or Engineering and 3 years of customer service experience with an automotive or mechanical equipment environment; or 7 years of customer service experience in an automotive or mechanical equipment environment
• A minimum of 3 years of customer service, design, test, or applications engineering experience with internal combustion engines or power generation equipment.
• Ability and willingness to travel (domestic and international)

Nice To Haves

• Strong ability to be a self-starter and works extended periods without supervision under multiple priorities
• Strong communication skills and ability to influence others
• Good organizational, planning and follow-up skills
• Good oral, written and presentation communication skills
• Good interpersonal skills and the ability to work effectively with others
• Good negotiation skills and resilience to influence others
• Good analytical and creative problem-solving skills when issues are complex
• Proficient with PC and MS Office Suite
• Knowledge of MTU comparable diesel products, and their applications
• SAP systems Knowledge of MTU America policies and procedures

Responsibilities

• Coordinates communication within the Customer Care Center team and 1st level service partners on field issues and report to a centralized data capturing system.
• Direct the communication and escalation of service-related issues from 1st level to 3rd level Global service teams in FN, coordinating information, conducting update meetings and delivering feedback resolution to 1st level partners.
• Provide proactive technical assistance for electronic systems, tools, and related software and hardware to internal customers, OEMs, distributors, dealers and end users
• Preserve assigned area of tickets in a centralized service tool to capture critical data from event and issues in the field.
• Monitor and maintain the distributor database for incoming calls to After Sales
• Maintains proficiency in area of product specialization in order to provide the most current direction on troubleshooting and issue resolution
• Progresses calls to appropriate service provider and follows up to ensure that the customer receives timely support.
• Coordinate and maintain product information documents with technical data and procedural changes.
• Consult with engineering personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations
• Resolves technical service concerns and complaints in a timely manner
• Keep management advised of major technical service concerns and follows up until resolved
• Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
• Perform special projects as required

Benefits

• Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan.
• Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan.
• The options available to an employee may vary depending on eligibility factors such as date of hire, and employment type.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees