Technical Service Coordinator

stratasys • Minnetonka, MN

2d • $50,000 - $65,000 • Remote

About The Position

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

The Technical Services Coordinator is part of the Stratasys call center and is responsible for handling and monitoring Field Service onsite call activity and providing support and guidance to Stratasys field engineers, internal departments and external customers and distributors.

Requirements

• Two year technical degree in an electrical field or equivalent (i.e, Vo-tech, ASEE, or military) plus technical background
• 2+ years of experience in a customer service role
• 2+ years experience in field support dispatching or has had specific training to function in this role
• 2+ years logistics administration experience

Nice To Haves

• Computer productivity software knowledge – Microsoft Office especially MS Excel, CAD/CAM applications and database applications
• Ability to resolve technical issues while maintaining a good working relationship with internal and external customers is required
• Effective written and oral communication skills. Incumbent will work directly with employees, managers, executives, distributors and customers
• The position requires ongoing interaction with Stratasys customers. The incumbent’s decisions will affect the relationship between Stratasys and our customers
• Creativity and the willingness to gain an understanding of rapid prototyping applications are desired
• Ability to take initiative, maintain a positive attitude, be self-motivated and work effectively on projects with minimal direct supervision
• Perform and coordinate special projects as prescribed by the management of the service department
• Comfortable with conflict resolution as with dealing with customers who are upset over an equipment issue
• Willingness and ability to work on both individual and team projects is required
• Must possess a high level of attention to details

Responsibilities

• Manage all incoming field service cases from start to completion
• Monitor spare part timing alignment and manage parts logistics for service visits
• Oversee all scheduling of field services representatives to customer sites including prioritizing site visits, scheduling to warranty and maintenance contract status, and resolving scheduling conflicts
• Handle calls and case dispatch, supplying quick response to dispatched cases and communications
• Provide accurate information through data entry into Customer Relationship Management (CRM) database and Inventory Control database
• Perform and coordinate special projects as assigned by the manager of the service department
• Additional duties may include maintenance contract sales and administration, generating data summary reports and other administrative assignments as determined

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree