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 via phone, email, and in person to aid in onsite assembly and resolve onsite issues. The coordinator will attend virtual weekly meetings with customers to resolve open service cases, build and maintain customer relationships, and serve as a reliable resource for external and internal customers. Key responsibilities include logging and tracking service cases to ensure timely resolution of customer issues and monitoring quality metrics. The role requires daily monitoring of customer quality software to determine the legitimacy of quality issues and remotely troubleshooting customer questions and issues. The coordinator will diagnose and confer with supervisors, engineers, production personnel, or others to resolve field service problems, utilizing blueprints, repair manuals, and parts catalogs as necessary. Identifying ongoing quality issues and improvement opportunities, and working with quality, engineering, and production teams to drive design/process improvements are crucial. The position involves quoting material and onsite service work, entering sales orders, creating service jobs, and tracking them to ensure customer needs are met promptly. Travel to customer sites, up to 10% of the time, is required for building relationships and assisting with installation/troubleshooting, covering the US and Canada. The coordinator will manage the field service schedule and trips, act as the point of contact for EK field service technicians, and collaborate with them to develop work instructions for common repairs. Participation in root cause analysis activities, assisting with the preparation of corrective actions and project updates for customers, and creating quality alerts to communicate customer feedback to production are also key duties. The role requires actively engaging production staff in providing feedback from customers and facilitating improvement discussions between production, engineering, and project managers. Maintaining a clean and organized work area is also expected.

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.
Regularly required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms.
Occasionally required to stoop, kneel, crouch, or crawl and talk or hear.
Regularly lift and/or move up to 25 pounds and may occasionally lift and/or move up to 80 pounds.
Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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.
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 (US and Canada, up to 10% of time).
Coordinates field service schedule and trips.
Operates 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.