Description Summary: This position serves as the main point of contact for the customer for all new machine installations.
Plans, directs and coordinates tasks among sales, production, field service, and customers for timely installations.
Works with scheduling to dispatch service technicians to customer locations with all needed technical documentation.
Responsible for all aspects of communication regarding machine installations including details about VPN, utilities, MPSA requirements, machine delivery and answering questions on time estimates.
Time Utilization: Normal business hours are 8:00 a.m. to 5:00 p.m.
Schedule needs to be flexible to accommodate internal and external customer schedules.
This position may travel up to 5% of the time.
Essential Duties and Responsibilities include the following.
Other duties may be assigned.
Plan and coordinate all machine installation communications and scheduling with sales, field service, and customers, providing and facilitating constant communication among parties and ensure installation schedule is kept current at all times.
Maintain pertinent data in SAP planning software and technician calendars.
Work closely with Regional Service Managers, Regional Service Schedulers, and Sales to determine and assign priority levels to customer requests.
Work in close collaboration with and consistently inform Regional Service Managers of pertinent information.
Estimate time needed according to the work required and coordinate the scheduling of technicians with the cost to MULTIVAC and customer satisfaction in mind.
Initiate a relationship and proactively communicate/plan with customer to coordinate all pre-installation administrative items such as timely preparation and distribution of installation packages to customers for upcoming installations.
Discuss with customer VPN requirements, MPSA requirements, utilities, delivery/installation timeline and expectations, and answer customer questions.
Coordinate with Sales Administration to ensure that all relevant information is received from the Sales Division.
Confirm that all proper documentation is sent to technicians.
Ensure readiness of the customer to receive equipment (e.g.
space is prepared, utilities are set up, etc.)
before dispatching technician to job site.
Emphasize and evaluate customer's technical readiness for installation of equipment and require written confirmation.
Collaborate with customer, 3rd party equipment suppliers, and all internal MULTIVAC (Germany and U.S.) engineering to review CAD layouts.
Direct changes as required on medium complexity projects.
Coordinate with international freight coordinator in regards to machine shipments from factory to ensure installation is scheduled accordingly with the customer.
Ensure machine completion either from factory in Germany or U.S. to facilitate conveying accurate timeframes to the customer and service organization.
Provide formal cost estimate to external and internal customers for premium installations.
Provide field service job confirmation and COVID documentation to customers once the installation service has been confirmed.
Coordinate with the regional service scheduling team to ensure that resources are allocated as efficiently and effectively as possible.
Serve as key contact for machine installations ensuring that installations are effectively commissioned, signed off on, and all relevant documentation is completed.
Coordinate new account set-ups with Accounting.
Do 360 follow-ups with customers 2 days and one week after installation to ensure no outstanding issues are present and to monitor customer satisfaction levels.
Communicate with Regional Sales Managers regarding special circumstances with customer installations or service.
Communicate with customers to manage expectations of special requests.
Maintain machine movement information and CRM contacts in applicable databases.
Expedite paperwork to assist technicians and managers as needed.
Ensure installation documentation is returned from technicians and enter warranty dates once documentation has been returned.
Maintain KPI measurements for quality of installation paperwork, labor hours recorded verses predicted and requested repeat visits.
Close out project with customer and service, including alignment to close and communication to transfer ownership to service.
Provide continuous communication regarding status updates with Rebuild /Remanufacturing unit and customers to ensure proper scheduling for the installation.
As necessary, serve as a liaison between the customer and Parts Department to communicate customer part needs and assist in the coordination of part shipments and technician arrival.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Associate's degree in a technical field and two years related experience; or equivalent combination of education and experience.
Previous experience with estimating service completion time in a high volume customer service call center, scheduling, or dispatch work environment required.
Ability to handle changing priorities and multiple projects simultaneously required.
Must have understanding of utility requirements such as amperage and air and water usage to evaluate customer readiness for equipment installation.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, and 2D CAD capability.
Working knowledge of ERP systems, database applications, and contact management systems, required.
SharePoint and SAP experience preferred.
Certificates and Licenses:
Current valid driver's license and the ability to obtain a passport for travel as required by position.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.
The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate must occasionally lift and /or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
While performing the duties of this job, the associate is regularly required to sit and talk or hear.
The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms.
The associate is occasionally required to stand; walk; stoop, kneel, crouch, or crawl.
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