Please note that this is a 12-18 months contract position. 2 positions for 1000 am to 7pm 2 positions for 830 am to 5pm JOB DESCRIPTION The Coordinatorrsquos primary responsibility is to schedule all customer onsite requests, helping to maximize the effectiveness and efficiency of our field organization, focusing on resource optimization and meeting customer expectations. They will confirm all scheduling plans for Field System Engineers (FSE) and Authorized Service Providers for services such as installation, repair and maintenance on analytical instruments. They are the single point of contact for the FSE, ASPs and customers for all onsite requests (that includes scheduling and rescheduling). Overall, they own the scheduling planning board and continuously driving towards daily improvements. The Coordinator is directly responsible for meeting customer response times, providing quality service and making sure all field resources are effectively deployed for customer on-site services. They need to ensure the most cost-effective resource is selected, by assigning the right FSE, in the right location, at the right time. OBJECTIVES Effective scheduling and optimization of Field System Engineers and Alternate Service Partnerrsquos for installation, repair and maintenance services, for instruments at customer sites Successfully manage communications with the customer and internal stakeholders Prioritization of customer onsite response times, in alignment with customer expectations and measures Build strong relationship with our internal business partners to strengthen our ability to deliver a superior customer experience. Business partners include Customer Service Organization, Global Customer Field Solutions, Instrument Sales, Contract Sales the Business Center RESPONSIBILITIES Ensures that all processes and timelines are followed closely for the most efficient results possible Schedules and confirms all planning and scheduling efforts that come in through multiple avenues (Omni-Channel) Determines and develops approaches to assignments and processes, contributes to continuous improvement efforts ndash resources optimization and customer satisfaction are the driving factors Maintains accurate record of engineer availability and commitments, utilizing our business scheduling tools (SAP CRMMRS) Close collaboration with the Install Success Coordinator, Global Customer Field Solutions team, Online Technical Support team to ensure we are quickly responding to all customer onsite requests Leads solutions that meet client's and customerrsquos onsite needs, with the foresight to raise scheduling escalations when required Proactively manages resource shortages, in cooperation with the Service Business Manager Accountable for customer satisfaction and developing customer relationships that promote retention and loyalty inclusive of Customer Survey, specifically for the Ease of Scheduling results Utilizes in-depth knowledge of process and procedures, shows ability to follow them with high attention to detail Arranges and plans complex, high impact services with minimal management intervention Ensures all working relationships follow client's Standards of Business Conduct. QUALIFICATIONSKILLS REQUIREMENTS Minimum 3+ yearsrsquo experience working in customer service, administration, or project management Bachelors or masterrsquos degree in at least one of the relevant fields is a plus (Science, Engineering) Requires complete understanding of general and technical aspects of job Strong planning and organizational skills, and high attention to detail Negotiation and persuasion skills Resourceful and solutions oriented Capable of working flexibly and autonomously where required Business collaboration capabilities Understanding and focus on leading solutions and being resourceful Facilitate team collaboration and approach situations with maturity and diplomacy Ability to thrive in a dynamic and fast paced environment Proactive attitude and an ability to generate ideas and problem solve Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications Driven to achieve a successful experience for the customer, whilst also achieving our internal measures Applicants must provide their phone number. Reference job number A567.
Posting ID: 598677443Posted: 2021-01-12