Field Service Administrator

Company Description

Want to work for a company who protect the consumer whilst also having a highly commercial focus? ‘We Keep Food Safe’ from physical contaminants, saving lives and reducing waste. 

LOMA SYSTEMS is a premium worldwide manufacturer of inspection equipment, used to identify contaminants and product defects in the food and pharmaceutical industries. LOMA Systems has over 50 years of experience developing and installing Designed to Survive ™ equipment, that delivers on our company purpose to ensure when products leave the factory, they are contamination free, to the quality intended and safe for you as the consumer. We pride ourselves in delivering on our commitments, providing high quality technical service and trusted advice to our customers. 

Our culture is hands-on

At Loma Systems every individual is encouraged to take the initiative to get things done, and you will have the opportunity to make a real impact. LOMA Systems’ parent company is Illinois Tool Works (ITW), a fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment. ITW live by a philosophy of autonomy and a decentralized culture. This unique relationship means Loma systems can offer a personalized experienced to each and every employee, whilst offering the career progression and stability that comes from working for a larger organization. 

At Loma and ITW we leverage the 80:20 principle in everything we do. We are serious and focused on improving food and pharmaceutical safety but know that they best way to achieve this is through employing a positive mindset and have a one team culture. If you have a proactive approach and want to make an impact, we want to hear from you. 

Job Description

The Field Service Scheduler is critical in providing the high levels of service our customers expect and in maximizing the efficiency of service resources. Proactively schedule PM service calls to fulfil service contracts.

Responsibilities:

• Assist in the Scheduling of service visits for US and Canada Field Service Engineers per established Company guidelines and procedures.
• Assist in the reassignment of service work as needed, making recommendations based on current workloads & priorities.
• As the focal point for breakdown situations, you will be required to monitor for trends and escalate where required to ensure customer satisfaction is maintained.
• Communicate reoccurring field issues as well as provide ideas and recommendations to Service Manager regularly.
• Provide daily updates on service visits, types of service being performed and locations
• Enter, manage, and complete all service work orders within our D365 Service Environment, ensuring all actions are identified and then followed up in a timely manner.
• Professionally assist in the management of customer concerns and attempt to resolve, involving supervisor when necessary
• A role model of Loma’s behaviors (Hands-on, One Team, Positive Mindset, Delivering on our Commitments, Taking the initiative).
• In addition to the duties listed above, the position holder must carry out tasks assigned by their supervisor that are essentially related to their duties.

Qualifications

• Minimum Associates Degree in Business Administration, Communication or related field of study. Will consider military experience in lieu of education.
• Minimum 3 years of strong customer service experience, along with field service scheduling responsibilities. Experience in or familiarity with Field Service operations is a must.
• Ability to read, write and verbally communicate (clearly) in English (French or Spanish a plus)
• Proficient in MS Office; experience with Microsoft D365 a plus.
• Can do attitude, courteous, friendly and positive.
• Ability to manage a dynamic service schedule in a fast paced environment
• Ability to work independently, with little supervision and manage difficult and high pressure customer situations. 
• Accurate – excellent attention to detail
• Experience in dealing with and effectively solving customer issues.
• Knowledge of the geography of the country in order to dispatch nationally.
• Team player - ability to recognize how individual actions affect the team as a whole.
• Must possess the ability to prioritize work and work well when under pressure.

Benefits:
Along with opportunities for career growth and development, Loma Systems provides a comprehensive benefits package, in conjunction with ITW, which supports our employees’ educational endeavors, wellness and financial security. Here are some of the features our comprehens