Service Support Coordinator II

Advanced Energy • Vancouver, WA

1d • Onsite

About The Position

Initial point of contact and representative of the company to internal and external customers. This position acts as the local office-based liaison on behalf of customers in support of Photonics service activities. The Service Coordinator is responsible for ensuring on-time delivery of return merchandise authorization (RMA) shipments to customers as scheduled by AE’s committed shipment date and improves Global Service Operations ability to meet customer delivery requirements by understanding BU capacity, identifying constraints, and actively reducing lead times by product. Handles multiple, time-sensitive tasks and reporting related to customer inquiries and solving problems. Ownership for the accurate receipt and shipment of service items and technical coordination for Photonics products. Interacts daily with customers via phone, email, and web and coordinates frequently with local and remote Technical Support staff, Customer Advocates, Engineers, and Service Managers. Uses SAP and internal factory floor tracking applications intensively to provide and update service notifications with reporting and process status updates, creating and maintaining accurate records to support internal and external customer expectations.

Requirements

• Effective team member; capable of collaborating on complex tasks
• Able to manage and resolve conflicts, driving escalations and issues to closure
• Ability to juggle multiple tasks and competing priorities in a time sensitive and customer centric environment with excellent follow through
• Capability to respond quickly, decisively, assertively, and professionally to changing requirements in customer demand
• Excellent judgment and initiative, including the ability to effectively balance multiple priorities while working independently
• Ability to present ideas in a clear and persuasive manner, both orally and in writing
• Able to strengthen internal and external customer relationships with Service and other support staff to improve customer satisfaction and gain insight into issues
• Strong computer skills in MS Office programs including Word, Excel, PowerPoint, Access, Outlook
• 3-5 years of experience in customer service role or in a repair operations environment, involving time-sensitive phone-email-web interactions, complex product offerings and processes, and advanced business systems
• Proven track record of success and growth in positions of increasing responsibility
• Experience with business systems and planning software; SAP strongly preferred

Responsibilities

• Respond to inquiries both internally and externally about Photonics servicing, warranties, and lead-times in time-sensitive manner
• Assumes technical ownership of service repair processes acting as key service liaison between internal and external customers.
• Responds to questions related to RMA repair efforts both internally and externally
• Manages Service WIP backlog to ensure lead-times and customer expectations are met, including acting as an advisor to Supervisor teams on prioritization and capacity discussions
• Provides the estimated resolution dates to the Service Supervisors for delayed RMAs
• Coordinates with supporting departments and service teams to meet escalation objectives, customer asks, and internal department requests
• Provides input to management; schedules and/or interfaces with, Sales, Service Supervisors, Service Operations Managers, and Technical Support groups
• Responsible for daily operations reporting and drives service planning meetings
• Works to resolve resource shortages, material shortages, backlogs, and other potential schedule interruptions.
• Requests and coordinates supporting department assistance to meet customer committed turnaround times
• Escalates non-workable backlog and drives all issues to closure to ensure delayed RMAs do not adversely impact scheduled output or OTD.
• Requests and coordinates support department assistance to ensure RMAs are completed according to customer required Turn-Around Times
• Develops and implements the company's production control functions including any of the following activities: RMA planning/coordination, work-in-process tracking, and throughput performance reporting
• Resolves administrative errors that prevent the closure and shipment of RMAs in a timely manner
• Continuous improvement of service processes, inventory management (accuracy), warehouse tools/systems enhancement and efficiency of the workforce
• Represents the service process during internal and external audits, including ISO recertifications
• May be required to lead projects that contribute to lead time improvement or service process improvements
• Other duties as assigned

Benefits

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for both Moms and Dads
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED