Service Coordinator

Job Title: Field Service Coordinator

Location: Amesbury (MUS) Remote Massachusetts - Remote Anywhere

Company: Munters Corporation

JOB SUMMARY:

This position combines the scheduling, billing, and customer service requirements of the integrated Service Operations groups. Primarily concerned with ensuring customers' needs are met via telephone support, service responsiveness, and timely, accurate billings. Position requires coordination with all components of service-related functions in a comprehensive approach to building and maintaining successful relationships with all Munters customers and field organizations.

Description of Job Role and Responsibilities:

• Schedule and dispatch Field Service Technicians within assigned region
• Manage service labor backlog ensuring service orders are not aging and current
• Coordinate key service events including technicians, parts and any applicable services direct with end customer
• Act as the liaison between Technicians, customers, and internal functional areas
• Answer phones and emails to address customer issues or route requests such as order updates, organizational info and who to contact to resolve problems, customer complaints/issues, and other administrative issues
• Update and manage relevant customer information and activities in ASTEA database and ERP system as needed
• Handle difficult customer situations and solve customer service challenges as they arise

Experience and Skills required:

• Proven experience as a service dispatcher or other relevant role
• Strong multi-tasking skills, able to stay organized while managing conflicting priorities
• Demonstrated ability to handle interaction with mission-critical customers
• Attention to detail, ability to gather customer information (including technical information) and accurately and completely convey that information to others in the organization through ticket creation, email, or live discussion.
• Ability and willingness to have difficult customer conversations, manage conflict, and de-escalate emotional situation.
• Ability and willingness to make cold calls, speak with people at all levels of an organization, deal with technical as well as administrative customers.
• Expert data entry skills. Ability to enter all data necessary completely and efficiently for others in the organization to take a handoff without error. Computer literate - expertise in Microsoft Word, Excel, and PowerPoint as well as the ability to learn to use new software.

Key Personal Skills:

• Strong organizational and time management skills
• Bias toward action
• Accurate
• Excellent written and verbal communication skills
• Ability to work overtime as necessary.
• Good Written and verbal communication skills

Key Competencies:

• Stay organized and composed under pressure
• Relationship Management
• Data entry/detail oriented
• Planning and Organization
• Ability to develop a basic level of technical knowledge

JOB QUALIFICATIONS:

• College Degree Preferred, but not required
• 3+ years or related experience

Benefits:

• Competitive Salary
• Comprehensive health, dental, and vision insurance plans
• Flexible work schedule
• Generous vacation and paid time off
• 401K retirement savings plan with employer matching
• Professional development opportunities, including tuition reimbursement, and conference attendance
• Company-sponsored social events and team-building activities
• State-of-the-art equipment and tools to support your work

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All offers are contingent on a pre-employment drug test and background check, as applicable for the position.