Service Coordinator

Service Coordinator

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!

Are you looking for a challenge? That's what we offer!

The role of the Service Coordinator/Dispatcher is to schedule Field Service Personnel to jobs that have been created as a result of customers' calls for service, technical assistance, or installation of Heidelberg Press, Post Press, Prepress and/or Small Press Equipment.

Customer Service is the cornerstone of our business, and the Service Coordinator/Dispatcher is expected to deliver personalized, consistent, competent, and proactive service support; the Service Coordinator/Dispatcher must always exhibit professionalism.

What you will do:

• Manages Press, Postpress and/or Small Press and Prepress customer expectations regarding responsiveness and duration of field service work.
• Reconciles customer requirements, service technician attributes, and parts availability to schedule field service work.
• Takes and resolves customers' questions, complaints, and concerns, and creates notifications and service orders for the appropriate personnel.
• Processes service order request forms in SAP for purpose of transmitting to service technicians. Confirms the paperwork is sent to the Service Technicians.
• Makes training recommendations based on the customer needs, geography, and technical capabilities of the service personnel. Schedules training for the technicians and various other meetings for their technical skills enhancement.
• Supports the Regional Service Managers in achieving the goals of Heidelberg. Provides customer feedback as necessary when situation should be escalated to Management's attention.
• Solicits service work from customers to maximize schedule when in remote areas
• Maintains communications with customers related to schedule i.e. delays, postponements, etc. Daily communications with service managers related to schedules, customer issues, etc.

What you need:

• High School Diploma or Equivalent
• Prior dispatching experience 1-3 years
• 1-3 years in similar role with service/parts industries (HVAC, printing, industrial equipment)
• SAP experience preferred
• Strong knowledge of computers (Windows and Mac OS) and networking
• Self-starter and able to take on difficult problems and work them through to resolution
• A comfortable and confident speaker able to communicate effectively to a wide audience from production personnel, through management and business owners
• Able to manage multiple high-priority action items
• Proven skills in handling customers in high pressure situations
• Must be available to travel as required

The Perks:

• Medical, dental, and vision coverage eligibility from day 1
• Short- and long-term disability coverage offered
• 401 (K) plan with employer match
• Life insurance coverage offered
• Vacation, Sick and Personal Time Off offered
• 12 company holidays
• 4 floating holidays
• Career advancement opportunities
• Learning and training
• Collaborative work environment
• Endless opportunities

Location: Marietta, GA

Pay Range: 50K – 55k

ADA: Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

OSHA: Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment.

EEO/AA Statement: Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Heidelberg will not tolerate discrimination or harassment based on any of these characteristics.

Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Good to know: Rarely are there candidates who fulfill all requirements 100%. Even if you don't fulfill all requirements, we look forward to receiving your application in any case.