Coordinator, Field Service:

This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 35+ equipment service technicians in North America to maximize utilization of the available human resources while assuring customer satisfaction, in collaboration with Regional Service Managers / Team Leaders. Customers typically operate their equipment two to three shifts a day and are packaging a perishable product, which makes some our service technicians are at times “on-call 24 hours a day & seven days per week”. This position is responsible to support these requirements as needed.

Key Challenges:

• The market is very competitive with more equipment suppliers active in NA and we must find ways to compete. Customer satisfaction must be first in everyone’s mind, if we expect to maintain our position in this competitive market. We must be able to respond to the customer’s needs and requirements at all times. Customer satisfaction is also critical in generating more sales and retaining our customer base. It will be a challenge to provide all the necessary training and technology for our service technicians to en-sure they remain knowledgeable and provide the best service possible. It is an ongoing challenge to find and hire the people we need for the field service team, to be able to meet the ever growing demand of our services & training.
• Ensure that the needs of our external global machinery customers and our internal employee customers are handled to maximize customer satisfaction. Responsible for receiving customer, distributor and other internal sales force requests for service. Responsible for dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Manager / Team Leaders.
• Create and maintain effective processes that ensure a high level of service availability to our customers and provide after-hours emergency response.
• Process all SWO’s including billings, installation, sales and warranty invoices to ensure approximately $8MM in annual revenues for the department.
• Process all technician’s and manager’s timesheets to ensure timely payment including all their overtime pertaining to their position.

Scope:

• Provide data that describes or measures the position’s scope and impact on the business. Limit the data to those areas the position/role influences or impacts in a measurable way, e.g., expense, budget, output measures, quantity, quality, head count responsibility (direct and/or indirect).
• Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians in North America in collaboration with Regional Service Team Leaders, to maximize efficient utilization of the available resources while assuring customer satisfaction with Evergreen manufactured parts and equipment.
• Directs technicians to ensure they schedule visits to maintain on time completions per agreements or commitments with customers.
• Central liaison for coordinating and disseminating information to the team leaders and sales team.
• Excellent communications with external and internal customers.
• Processing all SWOs & Invoices, to ensure income and in turn generate revenue.
• Processing timesheets for all technicians to ensure prompt payment.
• Backup role for Administrator, Field Service.
• Budget Impact – The efficiency of this role has direct impact on $8 million in annual service revenue.

Knowledge and Experience:

• High School Graduate
• 5-7 years’ customer telephone support with scheduler/dispatcher experience.
• Microsoft Office (Word, Excel & PowerPoint) experience.
• Fluent in both written and spoken English.
• Must have demonstrated ability to handle customer complaints and conflicting schedule situations & take the necessary corrective actions and/or make decisions in a manner that assures customer satisfaction.
• Must be able to develop excellent working relationships and understanding of the service technicians and Regional Managers/Team Leaders (managing frustrations, conflicts, stress, etc.).
• Must be able to handle the demands of the workload this position requires.
• Must demonstrate excellent people skills, along with strong verbal and written communication skills.
• Must have highly developed organizational and leadership skills.
• Must be a team player and able to interface with all levels of internal and external customers worldwide.

Desirable:

• Bachelor degree in business or related field
• SAP experience (Invoicing)
• Kronos experience (Time sheets for payroll)