Deployment Coordinator – Hybrid

Deployment Coordinator – Hybrid

Requirements

• Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
• Minimum 2-year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
• Proficiency with Microsoft Office products; Word, Excel and Power Point and Microsoft Lync.
• Knowledge of Lotus Notes, Innosoft, SAP and CRM or other dispatching software preferred.
• Previous experience with high touch to internal and external customers, service distributors, service contractors, senior leadership and service administration using a telephone as a primary means of communication as well as e-mail.
• Ability to multitask and handle multi-level situations while delivering a customer centric experience based on the following criteria; Little to no supervision, Great attention to detail, Time sensitive restrictions, High sense of urgency, Ability to work as a team and independently, Work with both internal and external customers.
• Proficient and effective verbal and written communication skills.
• Flexibility to change and a positive attitude.

Responsibilities

• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• Interface with all internal departments including Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers and Technical support to ensure efficient scheduling of all Field Service Technicians based on field technician skill set, availability and customer requirements.
• Review and process job requests; including purchase orders, pricing verification, quote generation as well as document special instructions according to service procedures in order to ensure accurate and timely processing of customer request.
• Work collaboratively with Technical Support Team to build Relocations and Repair quotes.
• Maintain all open customer job files until completion and ensure that all appropriate correspondence is attached.
• Work closely with Tools Department in order to effectively coordinate, ship and track specialty tools as needed for each job.
• Keep Regional Service Manager informed of crucial developments, potential escalations, and related information necessary for effective management of field technicians and customer relationship.
• Document all direct interactions with customer for company database reference, etc.

Preferred Qualifications

• 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
• 2-year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
• Knowledge of Lotus Notes, Innosoft, SAP and CRM or other dispatching software preferred.