Technical Coordinator

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping. 

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job:

The Technical Coordinator provides technical support relating to new parts and repair work for all PHE, WHE, SHE and SEP product lines as required. This position provides technical support to the order and shop coordinators, shop team leads, and to Alfa Laval representatives and end users. Key areas include: problem solving of repair issues encompassing multiple product lines handled, serve as the primary contact for customer technical support and troubleshooting of customer equipment, provide direct support to outside sales for expedited requests and information, and to continually seek ways to improve the repair processes and techniques.          

In this role, you will:

Research customer equipment in proprietary systems to confirm accuracy of parts and lead time.

Assist in design of special parts required for multiple product lines serviced. Schedule and host equipment / test inspections with customers.

Provide input / guidance for repairs covering multiple product lines serviced. Utilize BPCS programs, Jeeves, Installed Base, SALLY, CAS and OPTO, etc., to find information and to update modifications made on equipment.

Request and provide drawings, research repair history, trouble shoot, and redesign of equipment.

Assist with developing and providing repair procedures covering multiple product lines.

Communicate technical repair information to workshop team leads and to end users.

Procure Engineering support as required and when needed for direction.

Provide technical support and drawing interpretation for outside vendors and shop during repairs.

Review pre-estimates, contract proposals, and competitive bid documents for future repairs of equipment as required.

Be engaged and drive 5S projects, investment requests and process improvements in all areas.

Assist with helpdesk tickets for implementation and management of ONE4AL system.

Proofread documents, quotes, letters etc. as needed. Update Spare parts inspection documents with new part #’s.

Maintain databases for representatives, drawings and supplies. Maintain applicable inventory reports, records, and proprietary software.

Positive participation in ALPS and improvement initiatives Perform other duties as directed by Management Maintain databases for Reps, drawings and supplies.

Make sales calls to customer sites as needed to maintain business, assist in future business, provide on-site technical support and establish business with new customers as needed.

ORGANIZATIONAL COMPONENTS

The Technical Coordinator reports directly to Service Center Manager and/or Coordinator Team Lead. The Technical Coordinator functions with minimal supervision, works with all Team Leaders to provide solutions, solve problems, provide a positive customer experience, and to meet KPI’s.

KEY PERFORMANCE MEASURES

1. Service Centers’ Factory Result

2. Length of time to quote customer

3. Total repair turnaround time

4. Days Sales Outstanding

5. Warranty claims (closure in a timely manner)

KEY COMPETENCIES NEEDED

F2: Customer Service Orientation

F3: Execution

E4, B7: Drive Tenacity

B2: Teamwork

B5: Flexibility

E7, C6: Communication Skills

D3: Commercial Orientation

C1: Judgment

E5: Initiative

B4: Integrity

What you know:
You have your high school diploma or GED and:

• Five years hands-on experience with repairing/reconditioning in a manufacturing, job shop or customer service environment desirable.
• Strong Customer Service skills
• Ability to read and work from blueprints
• Ability to prioritize work and meet deadlines
• Strong communication and respectful interpersonal skills both written and verbal
• Demonstrate ability to perform effectively within a team environment
• Strong understanding of machining and welding techniques
• Ability to work within stressful situations
• Fundamental knowledge of standard word processing software and spreadsheets

PHYSICAL & ENVIRONMENTAL FACTORS