Accountability:

Interact with customers to provide information in response to inquiries about products and services.

Maintain Service schedules for the assigned region to ensure customers’ needs are met and the service workforce is fully utilized.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:

• Proactively attains a safe and healthy work environment for all employees.
• Interacts with customers by telephone or in-person to provide information about products and services, to take orders.
• Keeps records of customer interactions and transactions, details of inquiries, issues, comments, and actions taken.
• Coordinates all parts orders, tooling, and shipments to align with service activities.
• Resolves customers' service or billing issues.
• Contacts customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refers unresolved customer grievances to designated departments for further investigation.
• Determines charges for services requested and arranges for billing.
• Completes contract forms, prepares change of address records, and issues service discontinuance orders, working within the automated order system.
• Maintain and organize equipment.
• Submit equipment for calibration when needed.
• Solicits sale of new or additional services or products.
• Works closely with all Five teams to provide best-in-class customer response time.

Education/Certification:

• Associate degree in a technical program, and/or equivalent experience in a related field.

Experience:

• Minimum of 2 years experience in a lead position managing schedules and coordinating activities in a manufacturing operation.

Skills:

• Ability to multi-task.
• Ability to work independently with minimal supervision.
• Good communication- verbal and written.
• Microsoft Office software proficiency is a must (Word, Excel).
• Working knowledge of SAP.