Installation/Service Coordinator

Job Description

Job Description

Description:

  Who we are
ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

Mission
We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

Exciting News! We are looking for an Installation and Service Coordinator. If you're seeking a role with an awesome benefits package, a great position and team, this could be for you!

 

Summary

Coordinates the scheduling of environmental chamber installations and service activities for Customer Support Technicians, Field Installation Technicians, Field Service Managers, and Contractors. Ensures timely and efficient service delivery through proactive communication and collaboration with customers and contractors. 

Requirements:

 

Essential Duties and Responsibilities  

• Introduces customers to the service process, outlining the installation procedures and providing an overview of the service experience.
• Creates and delivers Installation and Field Service schedules, along with a comprehensive installation plan, to all relevant stakeholders, including customers, Field Service Managers, Customer Support Technicians, Field Installation Technicians, and Contractors.
• Performs pre-installation site visits, as required, in partnership with Field Service Managers and Contractors, to assess and plan for complex installations that may require further coordination and follow-up.
• Leads and facilitates installation planning meetings with Field Service Managers, Field Installation Technicians, and Contractors. Maintains regular communication with internal and external customers regarding project status.
• Proactively communicates potential schedule deviations with urgency and escalates any critical issues to management as needed.
• Applies problem-solving principles to address setbacks, changes, and emergencies. 
• Communicates any necessary support needs to the appropriate department.
• Conducts post-installation feedback meetings with Customers, Field Installation Technicians, and Field Service Managers. 
• Coordinates the organization of in-house materials to ensure Field Installation Technicians have all necessary resources available at the job site for large projects.
• Creates cases and orders within the designated company ERP system.
• Some travel and overnight stays may be required. 
• Other duties as assigned. 
• Regular physical attendance is required. 

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 that may be necessary for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education  

• High school diploma or general education degree (GED) required. 
• Associate’s degree or equivalent Technical Training (college or trade school) preferred. 

Skills and Experience  

• 2 years of experience working for a capital equipment manufacturing company required. 
• Working knowledge of manufacturing database systems required. 
• Basic understanding of Bills of Material (BOM’s) in a manufacturing environment required. 
• Basic understanding of refrigeration and electrical parts required. 
• 3 years of customer service experience preferred. 

Competencies  

• Organizational & Time Management Skills: Possesses exceptional organizational and time management skills with the ability to prioritize tasks effectively. 
• Scheduling Expertise: Optimizes schedules to maximize efficiency and minimize conflicts. 
• Communication & Interpersonal Skills : Communicates effectively with diverse stakeholders (customers, colleagues). 
• Decision-Making: Makes independent decisions regarding scheduling and resource allocation. 
• Flexibility & Adaptability: Adapts to changing priorities and schedules; adjusts schedules as needed to meet business demands. 
• Continuous Learning: Seeks feedback to improve performance.
• Job Knowledge: Exhibits ability to learn and apply new skills.
• Use of Technology: Uses technology to increase productivity.
• Problem Solving: Identifies and resolves problems in a timely manner.
• Communications: Keeps others adequately informed; selects and uses appropriate communication methods.
• Teamwork: Gives and welcomes feedback.

Language Skills  

• Ability to read and comprehend multiple step instructions (in the English language), short correspondence, and memos.
• Ability to read, analyze, and interpret business financial statements, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 

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; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee must occasionally lift and/or move up to 20 pounds.

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 occasionally exposed to moving mechanical parts (while out in the Production shop).
• The noise level in the work environment is usually quiet. 

Guiding Principles  

To perform the job successfully, an individual will demonstrate the following Guiding Principles: 

• Respect: Respect for people, cultures, and the environment.
• Improvement: Continuously improve work processes and seek innovation. 
• Safety: Prioritize the safety of employees and customers.
• Effective: Complete work in the most cost-effective and efficient way.
• Innovative: Take on new challenges to provide cutting-edge optimal solutions for customers. 
• Lawful: Adhere to laws in all locations where we work. 
• Ownership: Take initiative, be accountable, and have a positive attitude. 
• Urgency: Respond quickly and effectively to co-workers and customers. 
• Delivery: Set clear expectations and delivers on promises. 
• Open-Minded: Be curious, receptive to new ideas, and responsive to changing customer needs.