Field Service Coordinator

SUMMARY:

Coordinates field service operations to support and improve EK products.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Communicates with customers via phone, email, and in person to aid in onsite assembly and onsite issues.
• Attends virtual weekly meetings with customers to resolve open service cases.
• Builds/maintains customer relationships.
• Reliable resource for external and internal customers.
• Logs and tracks service cases to timely resolve customer issues and track quality metrics.
• Monitors customer quality software daily and determines legitimacy of quality issues.
• Remotely troubleshoots customer questions and issues.
• Diagnoses/confers with supervisor, engineers, production personnel, or others to resolve field service problems; checking blueprints, repair manuals, and parts catalogs as necessary.
• Identifies ongoing quality issues/improvement opportunities and works with quality/engineering/production teams to drive design/process improvements.
• Quotes material and onsite service work.
• Enters sales orders, creates service jobs, and tracks them to ensure customer needs are met timely.
• Travel to customer sites to build relationships and aid in installation/troubleshooting. Travel includes US and Canada. Travel may be up to 10% of time.
• Coordinates field service schedule and trips.
• Operates as point of contact for EK field service technicians.
• Works with Field Service Technicians to develop work instructions for common repairs.
• Participate in root cause analysis activities.
• Assist with preparation of corrective action and project updates for customers.
• Create quality alerts to communicate customer feedback to production.
• Actively engage production staff in providing feedback from customers.
• Facilitate improvement discussions between production, engineering, and PMs.
• Cleans and organizes work area.
• Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to three years related experience and/or training and a High School Diploma or GED; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl and talk or hear. The employee must regularly lift and/or move up to 25 pounds and may occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate.