Field Service Coordinator

EK Machine•Fall River, WI

3d•Hybrid

About The Position

Coordinates field service operations to support and improve EK products. This role involves communicating with customers, troubleshooting issues, managing service cases, and collaborating with internal teams to drive product improvements. The coordinator will also handle quoting, order entry, and travel to customer sites for installation and troubleshooting.

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to three years related experience and/or training and a High School Diploma or GED; or equivalent combination of education and experience.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to work with mathematical concepts such as fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Communicates with customers via phone, email, and in person to aid in onsite assembly and onsite issues.
Attends virtual weekly meetings with customers to resolve open service cases.
Builds/maintains customer relationships.
Serves as a reliable resource for external and internal customers.
Logs and tracks service cases to timely resolve customer issues and track quality metrics.
Monitors customer quality software daily and determines legitimacy of quality issues.
Remotely troubleshoots customer questions and issues.
Diagnoses/confers with supervisor, engineers, production personnel, or others to resolve field service problems; checking blueprints, repair manuals, and parts catalogs as necessary.
Identifies ongoing quality issues/improvement opportunities and works with quality/engineering/production teams to drive design/process improvements.
Quotes material and onsite service work.
Enters sales orders, creates service jobs, and tracks them to ensure customer needs are met timely.
Travels to customer sites to build relationships and aid in installation/troubleshooting (up to 10% of time in US and Canada).
Coordinates field service schedule and trips.
Acts as point of contact for EK field service technicians.
Works with Field Service Technicians to develop work instructions for common repairs.
Participates in root cause analysis activities.
Assists with preparation of corrective action and project updates for customers.
Creates quality alerts to communicate customer feedback to production.
Actively engages production staff in providing feedback from customers.
Facilitates improvement discussions between production, engineering, and PMs.
Cleans and organizes work area.