Technical Service Coordinator

Technical Service Coordinator

Under the direction of the Service Operations Manager, prepare quotes for the repair of assorted industrial equipment and projects. Coordinates projects from conception through completion to include assisting and leading in assembly and disassembly of various rotating equipment. This position is a key member of the team at the Thomson Service Center. This is a "hands on" position that requires strong customer skills, strong people skills, and the ability to handle the high pressure/stress of getting the job done on time and under budget. Conduct work activities in a professional manner that reflects positively on the image of the company and conforms to current Health and Safety legislation, upholding GIW Industries Inc. Health and Safety Policy.

Under general supervision:

• Execute all work in accordance with KSB and GIW Industries Inc. policies and procedures.
• Ensure all work is carried out in a clean and safe environment.
• Review and interpret service orders and JDS forms for product specifications such as scope of work and special instructions and requirements from the customer.
• Interpret GIW/KSB and vendor engineering drawings and communicate information to the shop floor in a clear and concise manner.
• Prepare detailed condition reports for quote generation, work instructions and transmittal to customers.
• Continual coordination and interaction during all stages with Service and Operations Manager, shop personnel, sales and vendors to ensure customer expectations are met.
• Assist and lead in the disassembly/assembly of various rotating equipment in accordance to the correct procedures.
• High level of customer contact and communication. Excellent customer and team communications skills.
• Schedule and coordinate jobs and projects from start to finish both in ERP systems and on shop floor. Ability to multi-task while maintaining control over projects.
• Using ERP systems capture relevant time entries.
• Using ERP systems set up operation steps and job tasks for disassembly/repair processes.
• Using ERP systems create repair bill of material, release purchase requisitions to initiate expediting process with the relevant purchasing department.
• Quote gearbox, pump repairs, machine shop, fabrication, field service, power generation, industrial wastewater, municipal and general industrial projects.
• Responsible for coordinating with purchasing to obtain and organize parts and materials pricing for quoting assigned jobs.
• Communicating with vendors to obtain the fastest turnaround time on parts and material pricing.
• Assists with implementation of department goals.
• Assist and train fellow employees with daily functions when required.
• Compile and complete internal technical repair work scopes, mark up drawings, vendor and customer RFQ, quality control plans and customer condition reports.
• Compile and complete customer repair QC data packages.
• Liaison with GIW/KSB vendors to assist with obtaining pricing and availability of spares and services for service related jobs.
• Liaison with internal work centers/personnel to discuss and verify work scopes/tasks.
• Schedule and manage job flow through the entire process.
• Assist in being a driving force to expedite repair turn around efficiently to achieve on time delivery and accuracy.
• Perform other duties as assigned.

Experience:

• 5 to 8 years' experience in an industrial environment with mechanical and technical aptitude to include the ability to read and interpret drawings. Familiarity and understanding of the different pump designs, pump components and other rotating equipment.
• Familiarity and understanding of different shaft seals and sealing plans, to include mechanical seals and packing.
• Familiarity and understanding of different bearings and bearing arrangements to include Babbitt bearing and roller bearings.

Education:

• Preferred: Bachelor's degree in engineering, or related technical field with 2-3 years' experience
• Alternative: Two-year degree in a technical or mechanical field with 3-5 years' experience or 5 to 8 years' experience in a custom manufacturing or service environment.

Skills:

• Excellent verbal and written communication skills. Must be multi-task oriented, dependable, ethical, responsive, and able to manage stress and adapt to change within a fast-paced environment. Excellent organizational skills. Ability to work well in a team environment. Patience and proven problem-solving skills. The ability to manage service quotations and orders processes. The ability to participate on cross-functional teams. The ability to prioritize work based on urgency.
• Technical writing skills are mandatory to manage writing technical reports describing condition, repairs and failure analysis. Ability to convey pictorially, verbally and in writing detailed assessment of equipment and failure modes.
• Excellent understanding of measuring units and the ability to convert metric and imperial units.
• Understanding of material and pump applications, to include reading pump curves, blueprints and service manuals.
• Strong understanding of bearing fits, gearing, failure analysis, and repair methods.
• Computer skills ERP (SAP/C4C, Oracle, CRM, etc.) Microsoft (Outlook, Word, Excel, SharePoint), Adobe and AutoCad.
• Understanding of business flow in a service and/or manufacturing environment.
• Primary language required English. Bilingual candidates in Spanish or German encouraged

Performance Expectations:

Employee is expected to perform as follows:

Develop and maintain excellent relationships with customers internal and external, sales team, and others to facilitate the KSB SupremeServ by GIW Industries business model (GIW is a partner, not a supplier). Develop and maintain professional oral and written communication skills. Perform duties in a manner that exhibits transparency, accountability, courtesy, timeliness, initiative and professionalism. Maintain an organized, safe, healthy work environment. Maintain computer skills required for efficient and effective processing of quotes and orders and to provide process documentation/mapping as required. Ability to work overtime as needed based on business needs.

Physical Requirements:

Depending upon the particular needs of the area/department, physical requirements may include, but are not limited to lifting up to 70 lbs, squatting, pulling, kneeling, pushing, and bending. Must be able to wear a respirator to fulfill painting responsibilities.

GIW Industries, Inc. (A KSB Company) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. GIW Industries, Inc. (A KSB Company) makes hiring decisions based solely on qualifications, merit, and business needs at the time.

KSB Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time.

We value employees who take the initiative and are committed to our company; Employees who take responsibility and for whom business success is the focus of their actions. In return, we offer fair framework conditions for collective wages and pensions, flexible working time models, individual training opportunities and the best career prospects.