Service Coordinator

ProMach Careers•Sharonville, OH

74d

About The Position

ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. Provide assistance to the Life Cycle Management Director to ensure customers receive prompt and quality product support. Support Service & Parts Technical Representatives with technical information and administrative functions. Prioritizes, schedules, and assigns work to Axon’s field service technicians to ensure all customers receive effective, efficient, and superior product support. Perform all scheduling through Salesforce Field Service Lightening. Correspond directly with customers on service issues and assists LCM Director with resolving customer problems. These problems include those reported by Service Technical Representatives as well as those received directly from the customer. Coordinate action required from service trips and prepare correspondence on any safety issues discovered. Provide support for Service Technical Representatives which includes providing technical information on parts/equipment/machinery operations, customer feedback, and administrative functions e.g. travel changes, expense reporting, assist with maintaining customer on-site working and travel hours, etc. Assist with scheduling service assignments and changes to accommodate customers’ needs. This includes booking or changing the booking for Service Technical Representatives’ travel arrangements as necessary. Review all information submitted by service technicians for invoicing to ensure correct and make changes when necessary. Complete invoicing for service jobs to customers. Generate all warranty and warranty exchange orders including follow-up on order status and shipment dates/schedules. Check exchanged parts before shipment to ensure correct. Ensure delivery to customers and gather all documentation. Track warranty exchange (special exchange reserve) orders which includes contacting customer concerning the return or designated parts and issuing appropriate credits to the customer for defective part. Respond to all office E-Mail through Salesforce email to case(includes Service/Part Technical Representatives general E-Mail address). Proactively approach customers to schedule Preferred Service Contract maintenance visits as well as promotional training and evaluation trips to ensure maximum Service Technician utilization and meet Preferred Service contractual obligations. Promote, coordinate, and help develop initial and follow-up training programs for customers. This includes conducting needs assessments, providing cost estimates, scheduling sessions, preparing training materials, etc. Actively pursue methods to help reduce costs and improve efficiency within the Service Department. Coordinate the production and distribution of Aftermarket Service Bulletins. Handle messages of “rollover” calls for the Parts Sales Department. This may include providing information regarding price and part availability. Performs additional duties and assignments as directed by management.

Requirements

High School degree or GED.
1+ years of Technical School.
2+ years technical support experience.
Prefer packaging machinery.
ERP and Salesfroce experience a plus with Syteline experience preferred.
Good technical skills.
Good organizational skills.
Good computer skills which includes MicroSoft office software.
Good personal communication skills includes written and verbal.
Good problem solving and independent judgement skills.
Ability to read & understand complex engineering designs which includes wiring schematics.
Good interpersonal skills and ability to successfully handle a multi-tasked role.

Nice To Haves

ERP and Salesfroce experience a plus with Syteline experience preferred.

Responsibilities

Prioritizes, schedules, and assigns work to Axon’s field service technicians to ensure all customers receive effective, efficient, and superior product support.
Correspond directly with customers on service issues and assists LCM Director with resolving customer problems.
Coordinate action required from service trips and prepare correspondence on any safety issues discovered.
Provide support for Service Technical Representatives which includes providing technical information on parts/equipment/machinery operations, customer feedback, and administrative functions e.g. travel changes, expense reporting, assist with maintaining customer on-site working and travel hours, etc.
Assist with scheduling service assignments and changes to accommodate customers’ needs.
Review all information submitted by service technicians for invoicing to ensure correct and make changes when necessary.
Complete invoicing for service jobs to customers.
Generate all warranty and warranty exchange orders including follow-up on order status and shipment dates/schedules.
Check exchanged parts before shipment to ensure correct.
Ensure delivery to customers and gather all documentation.
Track warranty exchange (special exchange reserve) orders which includes contacting customer concerning the return or designated parts and issuing appropriate credits to the customer for defective part.
Respond to all office E-Mail through Salesforce email to case(includes Service/Part Technical Representatives general E-Mail address).
Proactively approach customers to schedule Preferred Service Contract maintenance visits as well as promotional training and evaluation trips to ensure maximum Service Technician utilization and meet Preferred Service contractual obligations.
Promote, coordinate, and help develop initial and follow-up training programs for customers.
Actively pursue methods to help reduce costs and improve efficiency within the Service Department.
Coordinate the production and distribution of Aftermarket Service Bulletins.
Handle messages of “rollover” calls for the Parts Sales Department.
Performs additional duties and assignments as directed by management.