Field Service Coordinator

Job Description

The Field Service Coordinator is responsible for the coordination and support of all orders that include service, training or installation across Renishaw product lines. The position requires strong organizational and communication skills, with the ability to collaborate closely with business and sales managers, applications/service engineers, and other internal stakeholders to effectively meet customers’ integration and service needs and ensure satisfaction.

This is primarily an onsite role located in our West Dundee, IL location.

Principal Duties & Responsibilities

 

• Process customer orders for products, software, installation, training and service ensuring accuracy and compliance with company policy and customer requirements
• Enter orders and tasks in CRM to support service contracts purchased
• Serve as a primary point of contact for customer inquiries related to products/services, pricing, availability, order and delivery status
• Coordinate with finance, purchasing, warehouse, sales and other internal stakeholders to ensure accurate order processing and fulfillment
• Monitor order status and communicate delivery timelines and updates to customers
• Resolve customer issues and complaints professionally
• Add and maintain accurate data in CRM system
• Update relevant reports, calendars and schedules
• Process returns, credits and warranty claims according to company policies
• Build and maintain positive relationships with customers through exceptional service
• Coordinate product delivery and installation schedules for retrofits or training
• Invoice for time and expense jobs
• Assist with the closure of service jobs as needed to invoice customers in a timely manner
• Create and maintain training schedule for LCPD, schedule resources, enter orders and complete CRM and calendar tasks to support activities
• Assist with quoting and programming software
• Identify opportunities for combining open work to maximize efficiency of field service engineers based on specific criteria
• Escalate issues to higher authority
• Any other duties as required

 

Qualifications

Education and Experience:  Preferred

• 3 + years of customer service experience.
• Prior experience working with technical parts in a sale, service or purchasing environment 
• This position may require the use of, and access to, ITAR controlled data.  The applicant must demonstrate eligibility to use and access such ITAR controlled data.  The purpose of this requirement is to ensure compliance with U.S. export control laws.  

Education and Experience:  Minimum

• Export logistics knowledge

• Interest in manufacturing technology

• Experience with CRM/ERP systems (Microsoft Dynamics)

Knowledge, Skills and Abilities, Competencies

• Excellent attention to accuracy and detail

• Proficiency with Microsoft Office

• Excellent verbal, written communication and interpersonal skills

• Ability to multitask, prioritize and manage time effectively  

• Ability to build rapport with prospective customers/ customers

• Accepts responsibility for quality of work

• Identifies upsell and cross sell opportunities and takes appropriate action when required 
• Flexibility and adaptability

Compensation Range (Annual)

$55,000 to $65,000 (depending on level and location)

In an effort to comply with local legislation, as well as to provide greater transparency to candidates regarding cash compensation, Renishaw sets standard pay ranges for all U.S.-based roles as established by job function, level, and geographic location. Final offer amounts are determined by multiple factors, including candidate experience and expertise, as well as geographic location, and may vary from the amounts listed above.

 

Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.  Affirmative action employer of minorities, females, veterans, and individuals with disabilities.

Benefits 

Renishaw offers a competitive, comprehensive benefits package for employees including health, dental and vision benefits, a 401K plan with company match, flexible spending accounts, life insurance, short- and long-term disability, vacation and personal time, paid company holidays and an employee assistance program.

Employment Type:

Regular

Time Type:

Full time

Requisition Number:

R9736 Field Service Coordinator (Open)

Reasonable Accommodation:

If you need any assistance seeking a job opportunity at Renishaw, or if you require reasonable accommodation with the application process, please call 847-286-9953 or contact us at [email protected].