Senior Field Service Coordinator

Description

Senior Field Service Coordinator 

Salary/Exempt Role

Join a rapidly growing team with a dynamic company culture!

Who we are:

Aerzen USA Corporation is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including: Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary. 

What we offer:

We offer a competitive salary, generous health benefits (to include 96% company-paid benefit plans), a 401(k) with company match, Tuition Reimbursement, and a Profit-Sharing bonus package, along with the opportunity to work with a dynamic group of professionals in a triple-bottom-line business philosophy of “People, Planet, Prosperity”. 

What you will do:

The Senior Field Service Coordinator is responsible for managing onsite services, repairs, and parts for our customers. This includes ensuring on-time commitments are met, financial goals are achieved, and customer satisfaction remains high. Works with the Regional Service Manager and Sales Director to set goals and objectives for the region (SIOP planning, setting stock levels, setting training goals, managing efficiency of repair and service teams).

• Provides technical support to service personnel who perform on-site routine services, including installation, troubleshooting, preventative maintenance, and repair. Prepare service technicians prior to customer service calls to fully meet customer expectations regarding startup requirements, equipment specifications operation conditions, special circumstances, previous issues, etc.
• Interacts with Customers and responds to their requests via phone and email. Delivers excellent service by responding quickly, professionally, and going above and beyond the initial inquiry.
• Provides quotations to customers by identifying components for repair, service, and parts inquiries and building quotations in ERP system. Uncovers customer needs and challenges and seeks to match additional Aerzen solutions. 
• Schedules and dispatches service technicians as needed to meet customer requirements and manage technician utilization. Maintains updated information in CRM and ERP.
• Creates and closes out Service Orders. Reviews Technician time sheets and expense reports and enters the information into ERP.
• Provides timely order fulfillment and maintains regular communication with customers on order delivery dates. Plans and coordinates material deliveries and inventory control to support Region Service Center needs.
• Creates and maintains customer contact and machine data in CRM system regularly to ensure high quality data integrity.
• Supports the Aerzen sales team and channel partners to maximize Aftermarket growth. 

Requirements

Education: Associate or Bachelor's Degree (four-year college or technical school) or Work Equivalent.

Experience: 5-7 years related customer support experience.  

Computer Skills: Proficient in Windows, Microsoft Word/Excel/PowerPoint. Proficient in ERP and CRM systems.