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Vacuum Technique Service Coordination Team Leader

3 months ago

Solon, United States Edwards Vacuum Full time

The Vacuum Technique Service (VTS) Coordination Team Lead will be a supervisor of Service Coordinators and report to the VTS Customer Service Manager. This role is hybrid. You will provide an integrated Customer Service activity to support the VTS business while managing their own time and tasks. You will undertake a range of administration, transactional and leadership activities and have regular contact with Service Sales Engineers, Customers and VTS Management.

  • Provide coaching and leadership to VTS Customer Service team
  • Monitor coverage of phone queues and takes action to increase service level
  • Monitor activity of the VTS Customer Service Team to ensure compliance with Edwards Corporate Policy
  • Monitor vacuum pump Warranty activity and ensures Warranty Guidelines are followed
  • Audits, reviews, and maintains accurate records for Work in Progress (Returns, Quotes, Orders, and C4C System assigned Activities)
  • Monitor customer request dates and communicates with other Teams (Purchasing, Planning, Accounting, Sales, Engineering, and Quality) to resolves issues causing delays
  • Backfill team responsibility, business continuity in coordinator absence
  • Communicate with Sales and Business Development personnel regarding potential leads, customer relations issues, and agreed measurements
  • Provide regular reports to Customer Care Manager summarizing team performance and project status
  • Thoroughly understand the business processes supporting Service Technology Centers, VTS brand partners, intercompany and Field Service operations
  • Review all new Service Agreement activity with Service Sales Managers
  • Recommend changes to departmental procedures to improve the efficiency and quality of service

Required Skills:

  • Experience using ERP system environments (e.g. SAP, C4C)
  • Team player: ability to work co-operatively across multiple teams and territories
  • Work experience in a similar supervisory role
  • 3-5 years with work experience in Customer Service, within a global and automated environment.

Qualifications/Education/Certification:

  • Associate Degree preferred but will accept equivalent level of work experience.
  • High School diploma required in all cases.

What you expect from us:

  • Great benefits, including 401k plus match, health insurance, dental and vision insurance, tuition reimbursement, family leave, disability insurance and many other perks.
  • Part of the Atlas Copco Group with a wide-reaching internal job market
  • Work in a global diverse environment
  • You can grow with us: we always look for internal candidates before checking the market and have development programs
  • We have a family-like atmosphere – and that is not just a claim on the wall, it's a true fact
  • You can be creative and promote your own ideas
  • Every day brings new challenges and new things to learn

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.

For more information about Edwards visit our website: www.edwardsvacuum.com

A division of Atlas Copco

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.