Deployment Coordinator - Maple Grove, MN

ZEISS Group • Minneapolis, MN

87d • $40,000 - $50,000

About The Position

As the Deployment Coordinator, you get to work with an astonishing team that plays a vital role in Carl Zeiss Industrial Quality Solutions, LLC. Showcase your skills and experience with process enhancements by being the principal liaison responsible for the overall positive customer experience, in addition to the deployment of Field Service Technicians within the US and Canada service geography for all ZEISS machine installations, calibrations, repairs, and relocation requests. These tasks may involve new or used machines, loaner equipment, or show equipment. The Deployment Coordinator works closely with Sales, Operations, Technical Support, and Customer Care among others to gather the machine installation, calibrations, and repair requirements in order to effectively schedule the appropriate field technician based on skill set and availability to meet customer requirements.

Requirements

• Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
• Minimum 2-year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
• Proficiency with Microsoft Office products; Word, Excel, and PowerPoint and Microsoft Lync.
• Knowledge of Lotus Notes, Innosoft, SAP, and CRM or other dispatching software preferred.
• Previous experience with high touch to internal and external customers, service distributors, service contractors, senior leadership, and service administration using a telephone as a primary means of communication as well as e-mail.
• Ability to multitask and handle multi-level situations while delivering a customer-centric experience based on the following criteria: Little to no supervision, great attention to detail, time-sensitive restrictions, high sense of urgency.
• Ability to work as a team and independently.
• Proficient and effective verbal and written communication skills.
• Flexibility to change and a positive attitude.

Responsibilities

• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment, and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• Interface with all internal departments including Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers, and Technical support to ensure efficient scheduling of all Field Service Technicians based on field technician skill set, availability, and customer requirements.
• Review and process job requests; including purchase orders, pricing verification, quote generation as well as document special instructions according to service procedures in order to ensure accurate and timely processing of customer requests.
• Work collaboratively with Technical Support Team to build Relocations and Repair quotes.
• Maintain all open customer job files until completion and ensure that all appropriate correspondence is attached.
• Work closely with Tools Department in order to effectively coordinate, ship and track specialty tools as needed for each job.
• Keep Regional Service Manager informed of crucial developments, potential escalations, and related information necessary for effective management of field technicians and customer relationships.
• Document all direct interactions with customers for company database reference.

Benefits

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees