Service Coordinator

Heidelberg USA Inc•Kennesaw, GA

9d•$50,000 - $55,000•Onsite

About The Position

The role of the Service Coordinator/Dispatcher is to schedule Field Service Personnel to jobs that have been created as a result of customers' calls for service, technical assistance, or installation of Heidelberg Press, Post Press, Prepress and/or Small Press Equipment. Customer Service is the cornerstone of our business, and the Service Coordinator/Dispatcher is expected to deliver personalized, consistent, competent, and proactive service support; the Service Coordinator/Dispatcher must always exhibit professionalism.

Requirements

High School Diploma or Equivalent
Prior dispatching experience 1-3 years
1-3 years in similar role with service/parts industries (HVAC, printing, industrial equipment)
SAP experience preferred
Strong knowledge of computers (Windows and Mac OS) and networking
Self-starter and able to take on difficult problems and work them through to resolution
A comfortable and confident speaker able to communicate effectively to a wide audience from production personnel, through management and business owners
Able to manage multiple high-priority action items
Proven skills in handling customers in high pressure situations
Must be available to travel as required

Responsibilities

Manages Press, Postpress and/or Small Press and Prepress customer expectations regarding responsiveness and duration of field service work.
Reconciles customer requirements, service technician attributes, and parts availability to schedule field service work.
Takes and resolves customers' questions, complaints, and concerns, and creates notifications and service orders for the appropriate personnel.
Processes service order request forms in SAP for purpose of transmitting to service technicians. Confirms the paperwork is sent to the Service Technicians.
Makes training recommendations based on the customer needs, geography, and technical capabilities of the service personnel. Schedules training for the technicians and various other meetings for their technical skills enhancement.
Supports the Regional Service Managers in achieving the goals of Heidelberg. Provides customer feedback as necessary when situation should be escalated to Management’s attention.
Solicits service work from customers to maximize schedule when in remote areas
Maintains communications with customers related to schedule i.e. delays, postponements, etc. Daily communications with service managers related to schedules, customer issues, etc.