Service Coordinator

KEY DETAILS

FSE- Field Service Engineer
Schedules all service orders, works with Area Service Manager for manpower coverage issues.
Coordinates scheduled time off requests for FSE's through a group calendar to keep optimal FSE manpower available.
Monitors contract PM schedules and coordinates service delivery with customers and FSE.
Maximizes technician utilization and works to achieve a balanced workload.
Having experience with MD Dynamics is HUGE but not required
Order Management will contact scheduler, the scheduler will reach out to the client, seeing order & availability for the FSE member to support and fix/maintain product
Will be completing work orders

Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery.
Processes incoming orders, inquiries and/or requests regarding products and/or services.
Performs order management for assigned customers, manages and files clients' information in the information system.
Supports customer remotely and onsite, and provides 1st level user support in case of arising issues.
Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers
Cooperates with clients and sales representatives to clarify orders and issues.
Participates in investigating and resolving commercial and/or technical problems.
Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions.

Impacts:
Selects from among clear choices based upon defined procedures and practices, to address changing work situations appropriately.
Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes.
Unexpected situations, however, typically needs technical assistance or authorization.
Positions are expected to cope effectively with multiple choice situations in number of assigned processes and routines.
Thinking is about applying or even adapting the "right" procedure to a process or an issue arising.

Key Responsibilities:
Deliver full range service in a defined and focused technical or administrative area of work, while clear input / output relations and generic and /or work specific guidelines, procedures are given or available.
Positions need basic level of theoretical and practical know how, skills and typically some level related years of experience, in specialized processes, techniques and systems used in office, production or lab environment.
Position operates major parts or full spectrum of dedicated specialized standard software packages. Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers.

In Technical Customer Services:

Service group worker, serving internal and external customer with technical or administrative standardized services and processes, to complete or add the delivery according to service level agreed. Customer Services functions gather and file information gained in routine customer contact calls.

Higher level:
Handling inbound calls, in basic 1st level support situations, while handling majority of request in the basis of given procedures.

Lower level:
Outbound calls, operating with given frame of structured information requested.

Experience: 2-year vocational training + up to 1 year experience needed.

Knowledge: Basic knowledge and experience of principles, procedures, work routines and skills in the related field of work, gained through structured and focused two-year vocational training period

Notes:

Hours of the Shift: 8:00am - 5:00pm
Onsite, but willing to consider remote in some cases

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.