Field Service Coordinator

Raith • Troy, MI

20d • Onsite

About The Position

We are a world-leading high-tech company developing maskless nanofabrication systems and characterization solutions. Defined by a dynamic environment that is at the forefront of tomorrow’s technological advances on a global scale, we are seeking challengers ready to shape the future with us. We are looking for individuals who thrive in visionary and collaborative environments, bringing their unique strengths and their passion to make RAITH the innovative force it is. Interested to write the next chapters of our success story together with our 450-strong team? Raith America is looking for a highly organized, customer-focused professional to join our team as a Field Service Coordinator. Working out of our Troy, NY office, you will manage and coordinate the day-to-day activities of our Field Service Engineers (FSEs). You will serve as the operational backbone of the service organization, ensuring maintenance planning, logistics coordination, escalation management, and customer communication are executed efficiently and professionally. Your mission Ensure customer satisfaction through minimized system down time by deploying qualified Service resources and spare parts in accordance with support contracts in an optimized way. Manage the day-to-day operation of the FSE team and prioritize resource allocation in alignment with the Product Line Service Manager. Delivery high-quality and timely customer support by driving corrective and preventative maintenance visits by the FSE team. Organize and document lessons learned following customer visits and escalations. Provide input into budget planning and continuously propose process and operational improvements to enhance KPIs. Communicate priority gaps and service risks to upper management.

Requirements

• Bachelors degree or higher or Associate degree with a minimum of 3 additional years of relevant work experience.
• 5 years of experience working in a high-level technology environment, or a service organization supporting capital equipment, or similar.
• Proven track-record of successfully delivering technical and operational results by managing projects of technical content with stake holders at various levels.
• Exceptional team working and communication skills are critically important as well as being solution driven and customer oriented.
• Ability to travel up to 20%

Nice To Haves

• Experience working with an ERP systems a plus.
• This role could be ideal for a technically strong professional looking to take the next step in their career by expanding into people leadership and operational management.

Responsibilities

• Ensure customer satisfaction through minimized system down time by deploying qualified Service resources and spare parts in accordance with support contracts in an optimized way.
• Manage the day-to-day operation of the FSE team and prioritize resource allocation in alignment with the Product Line Service Manager.
• Delivery high-quality and timely customer support by driving corrective and preventative maintenance visits by the FSE team.
• Organize and document lessons learned following customer visits and escalations.
• Provide input into budget planning and continuously propose process and operational improvements to enhance KPIs.
• Communicate priority gaps and service risks to upper management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level