Position Type: Contract

Title: Customer Service Coordinator

Location: Wisconsin

Pay Range: Open – Negotiable

 

 

 

 

 

Job Summary:

 

The Customer Service Coordinator will act a liaison representing the company and its client while problem-solving installations and answering questions and getting answers for customers and service technicians.

 

Essential Duties and Responsibilities:

 

 

  • Provide customer support requiring assistance with their installed and accepted solutions.
  • Manage Technical Service phone line and email inbox; along with Field Service Technicians who also monitor the service phone line and email inbox.
  • Troubleshoot field issues directly with customer.
  • Coordinate parts delivery required to repair a machine
  • Schedule Service Technician resource visits to the customer site to resolve issues.
  • Track and monitor break/fix and upgrade project execution assuring customer requirements are met.
  • Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentations and weekly meetings as requested by customers.
  • Create the statement of work for the break/fix or upgrade project.
  • Monitor project progress, adjusting as needed to keep on schedule.
  • Act as resource for the Service Technician(s) at the customer sites.
  • Develop service and support process improvements.
  • Improve customer relationships by providing timely and accurate responses to their inquiries.
  • Coordinate meetings and communications with customers as needed.
  • Communicate status, schedule, and key issues to customers
  • Negotiate activities with customer when required.
  • Maintain and update a database of project related documents.
  • Adjust the billing rates and estimations according to company’s policy.
  • Provide customer service whether remotely or on-site making it easy for customers and making them feel important.
  • Maintain technical product knowledge, staying abreast of upgrades and technology.
  • Travel less than 10%.
  • Perform as backup for the Customer Service Project Manager role.
  • Perform other job-related duties as required.

 

Essential Knowledge, Skills and Abilities/Key Characteristics:

 

  • Demonstrated customer service skills.
  • Demonstrated mechanical and electrical aptitude.
  • Strong sense of teamwork.
  • Strong sense of accountability and ownership.
  • Project management skills.
  • Strong technical and troubleshooting skills.
  • Project management education or experience.
  • Ability to work successfully in a fast-paced environment.
  • Proven leadership skills.

 

Required Experience, Education and Training:

 

 

  • Associates or Bachelor’s degree in high level technological studies, including but not limited to Electro-Mechanical, Mechanical Engineering Technology, or Mechanical Design.
  • 2 years of experience in a technical customer service role.
  • Competent in MS Office (Word, Excel).
  • A combination of education and experience will be considered.

 

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