Field Service Coordinator

Novolex Corporate•Cedar Rapids, IA

23h

About The Position

This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 35+ equipment service technicians primarily in North America. Customers typically operate their equipment two to three shifts a day and are packaging a perishable product, which makes some our service technicians are at times “on-call 24 hours a day & seven days per week”. This position is responsible for supporting these requirements as needed. Key Challenges: North American / Domestic Market: The market is very competitive, and customer satisfaction must be first on everyone’s mind if we expect to maintain our lead position in this market. We must be able to always respond timely to the customers’ needs and requirements. It will be a challenge to provide all the necessary training for our service technicians to ensure they remain knowledgeable and provide the best service possible. It is an ongoing challenge to find and hire the people we need for the field service team, to be able to meet the ever-growing demand of our services & training. · International Market: Ensure that the needs of our external global machinery customers are handled to maximize customer satisfaction. Responsible for receiving and timely responding to customers, distributors and other internal sales team requests for service. Responsible for dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Technical Service Team Leaders. · Emergencies & Service Resources Management: Ensure a high level of service availability to our customers and provide after-hours emergency response, when needed. · Service Work Orders Management: Process all SWO’s including billings, installation, sales and warranty invoices to ensure timely reconciliation for monthly reporting. Scope: · Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians primarily in North America, in collaboration with Regional Technical Service Team Leaders, to maximize efficient utilization of the available resources. · Directs technicians to ensure they schedule visits to maintain on-time completions by agreements or commitments with assigned customers. · Central liaison for coordinating and disseminating information to the regional team leaders and equipment sales team. · Excellent communications with external and internal customers. · Processing all SWOs on time, including collecting POs from customers, to meet monthly sales targets. · Efficiency of this role has a direct impact on up to $10 MM in annual service revenue. · Backup role for Administrator Field Service.

Responsibilities

Scheduling and coordinating the work tasks and activities of 35+ equipment service technicians primarily in North America.
Supporting requirements as needed for service technicians who are at times “on-call 24 hours a day & seven days per week”.
Responding timely to the customers’ needs and requirements.
Ensuring that the needs of external global machinery customers are handled to maximize customer satisfaction.
Receiving and timely responding to customers, distributors and other internal sales team requests for service.
Dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Technical Service Team Leaders.
Providing after-hours emergency response, when needed.
Processing all SWO’s including billings, installation, sales and warranty invoices to ensure timely reconciliation for monthly reporting.
Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians primarily in North America, in collaboration with Regional Technical Service Team Leaders, to maximize efficient utilization of the available resources.
Directing technicians to ensure they schedule visits to maintain on-time completions by agreements or commitments with assigned customers.
Serving as a central liaison for coordinating and disseminating information to the regional team leaders and equipment sales team.
Maintaining excellent communications with external and internal customers.
Processing all SWOs on time, including collecting POs from customers, to meet monthly sales targets.
Backup role for Administrator Field Service.