Regional Service Coordinator | Grand Rapids, MI

Weiss Technik North America, Inc.•Grand Rapids, MI

2d•Onsite

About The Position

The Regional Service Coordinator provides administrative support in the Service Department. This role is responsible for coordinating complex projects and all related service activities to ensure excellent customer service while maintaining acceptable margins for the service department. The incumbent will assist in training customers on equipment usage, maintenance, and controller functions, and liaise with various departments and internal service technicians to resolve equipment failures. The position also involves utilizing math and Excel skills for cost-effective solutions, managing production and repair orders, assisting with technical phone support, and maintaining inventory areas. Additionally, the role requires entering data into CRM and tracking systems, scheduling service calls, providing quotations, and assisting with training seminars.

Requirements

Proven leadership, coaching, business and relationship management experience
High School diploma or GED required
1-5 years’ experience
Ability to interact and be courteous with customers and contractors with the tenacity to make sure open items are closed in a timely fashion.
Maintains a high level of focus on the importance of customer satisfaction and contribute to growth of customer base.
Ability to field service calls and be technically conversant in troubleshooting.
Knowledge of MRP as it effects service parts requirements and production.
Operate necessary computer systems: Visual Manufacturing, CRM, Industrial Engineering Drives, MS Outlook, Word, Excel.
Good working knowledge of: CSZ product line, controller capabilities, and engineering drawing and historical database.
Ability to address and understand complex issues; work with engineering, production, and any other necessary resource to resolve said issues.
Must be able to follow direction
Work cohesively with others and learn to communicate effectively with customers.
Ability to handle multiple priorities and thrive in a high change, multinational work environment
Positive attitude, mission-driven, action-oriented and self-directed
Possess and consistently demonstrate a ''can do'' attitude. The successful candidate must be able to challenge the norm to enable departmental and company growth
Excellent interpersonal and communication skills with the ability to readily communicate with all levels of the organization

Nice To Haves

Associates or Bachelor’s Degree preferred

Responsibilities

Coordinate complex projects and all related service activities to provide excellent customer service while maintaining acceptable margins for the service department.
Assist to train customers on the proper usage of CSZ equipment, maintenance procedures, controller functions, and test profiles while maintaining high levels of customer satisfaction.
Liaise with various departments and internal service technicians regarding equipment failures to provide issue resolution.
Utilize math and Excel skills to provide cost effective methods for chamber modifications, upgrades, and repairs.
Open, coordinate, close and ship production, repair, and customer orders.
Assist technical phone support activities by screening incoming calls and ensuring the effective use of the available resources.
Complete and circulate all necessary paperwork for warranty, SRV, and IND’s.
Maintain a neat, organized and correctly identified raw material, finished goods and loaner storage area.
Assist in cycle counting and reconciling service inventory.
Enter warranty and SRV information into the CRM database as required.
Schedule service calls either with internal technicians or ISOs (Independent service organizations).
Provide quotations for chamber installations, modifications, upgrades and repairs.
Assist in the planning and organization of customer and ISO training seminars when requested by Lead Service Coordinator.
Enter customer calls or emails to tracking system in orderly and timely fashion. Keep details updated and report findings at daily meeting until closure.
Creation and maintenance of RMA’s and database. NCM process with Quality when it applicable.