Service Coordinator

Who Are We 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! Service Coordinator We are looking for a Service Coordinator/Dispatcher to schedule Field Service Personnel to jobs created from 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 responsible for delivering personalized, consistent, competent, and proactive service support while exhibiting professionalism. What You Will Do Manage Press, Post‑press, and/or Small Press and Prepress customer expectations regarding responsiveness and duration of field service work. Reconcile customer requirements, service technician attributes, and parts availability to schedule field service work. Take and resolve customers’ questions, complaints, and concerns, and create notifications and service orders for the appropriate personnel. Process service order request forms in SAP for transmission to service technicians and confirm the paperwork is sent to them. Make training recommendations based on customer needs, geography, and technical capabilities of the service personnel; schedule training and other meetings to enhance technicians’ technical skills. Support the Regional Service Managers in achieving Heidelberg’s goals; provide customer feedback and raise issues to Management when necessary. Solicit service work from customers to maximize schedule in remote areas. Maintain communications with customers regarding schedule changes (delays, postponements) and provide daily updates to service managers. What You Need High School Diploma or Equivalent. 1–3 years of prior dispatching experience. 1–3 years in a similar role within service or parts industries (HVAC, printing, industrial equipment). Experience with SAP is preferred. Strong computer knowledge (Windows and MacOS) and networking. Self‑starter able to take on difficult problems and work them through to resolution. Comfortable and confident speaker capable of communicating effectively to a wide audience, from production personnel up to management and business owners. Ability 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 day1. 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 programs. 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 of1990. OSHA Heidelberg provides a workplace free from serious recognized hazards and complies with OSHA standards. Heidelberg ensures employees have and use safe tools and equipment and properly maintain them. 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 discard 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. Employees who have access to compensation information as part of their essential job functions cannot disclose pay of others unless in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing or action, or 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. #J-18808-Ljbffr