Services & Support Coordinator
About The Position
The Services and Support Coordinator is responsible for responding to customers supporting sales demonstrations, repairs, rentals and general support. The Services and Support Coordinator is the “go-to” person for all front-line customer communications regarding demonstration requests, repair coordination, and customer training requests. All customers will receive timely and accurate responses. This position requires vast customer support skills as it requires frequent contact with customers, other departments and sister companies/headquarters. The Services and Support Coordinator will work with the rental department, operations department, logistics, and sales.
Requirements
- Knowledge of KD Worldwide organizations, products, deliveries, and customers.
- Committed and reliable.
- Knowledge of operating a PC and working with Microsoft Office.
- Ability to manage time and meet required deadlines.
- Good English written and verbal communication with both internal and external customers.
- High level of customer service skills.
- Ability to be self-sufficient.
- Positive attitude and ability to work well with others.
Nice To Haves
- Technical expertise is a plus.
- Experience with basic ERP system is a plus.
Responsibilities
- Create and review new cases and work orders. Information is set up in ERP and CRM.
- Create PO’s in ERP for RMA’s.
- Quoting quality and accurate requests from the customer and internal customers.
- Communicate with the customer before and during the project with all questions related to the request.
- Interface with other departments – Logistics, Finance, Sales, Rental, Operations, etc.
- Responsible for work orders and service appointments for rental, training, repairs, and demos.
- Prepare all documents needed to send to finance for invoicing.
- Stay in close collaboration and attend routine meetings with project departments, as well as other regional and global coordinators for resource sharing.
- Responsible for CRM service email queues for Kongsberg Discovery US.
- Responsible for following current HSE/Export Control policies and making sure guidelines are followed for all service trips.
- Meet with Project Managers, Team Leaders, and VP Customer Services to discuss high level jobs.
- Collaborate with sister company offices regarding warranty services, billing, delivery, and job specifics.
- Issue RMA’s to customers for repair returns using CRM and ERP.
- Communicate with product centers related to repairs and follow up.
- Issue customer repair quotes, complete sales orders, and send to finance for invoicing.
Benefits
- Competitive compensation packages
- Fully subsidized health & welfare benefits for employee (discounted costs for family members) with an option of a high deductible plan that includes an annual employer contribution towards your health savings account ($1500 for family, $750 for employee only, and prorated depending on date of hire)
- Fully subsidized dental and vision coverage
- Up to 5% employer match program
- Flexibility with Paid Time Off
- Position eligible for our annual employee bonus program
- Professional and personal development and career opportunities
- We offer the possibility to work with sustainable and exciting solutions for the future
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
