Repair Coordinator

2 months ago

Pearland, United States Endress+Hauser Ltd Full time

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17,000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.

What is the role about?

This role serves as the focal point for all laboratory service requests for a given territory. Aside from serving as the customer's primary point of contact, the repair coordinator also provides input to technicians regarding workflow and job priorities. Finally, this position works extensively with our Rep partners and resolves all related billing inquiries in a timely manner. Applicant will learn and perform coordination processes for all domestic and some international repairs, calibrations, and other value-added services. Focus on continuous improvement using Lean/Kaizen principles for achieving departmental and organizational targets providing excellence in customer satisfaction. They should also be able to solve problems and take initiative in a business unit.

Which tasks will you perform?

  • Represent Endress+Hauser as a direct point of contact for customers (and/or the E+H sales and service network on behalf of customers) sending equipment into our Service Centers located across the US.
  • Create/process return authorizations for customers sending in equipment for service using the online Return Material Authorization (RMA) platforms.
  • Work with customers to ensure Endress+Hauser provides the right service in the right time frame at the right price (in accordance with ISO 17025 for calibration services).
  • Provide quotations for services and follow-up with customers to ensure timely service and invoicing.
  • Communicate throughout the process to ensure timely delivery of services, minimizing time from receiving equipment to the shipment back to the customer.
  • Collaborate with technical support, field service, and sales to ensure correct and complete solutions for customers.
  • Document and maintain repair order information including problem/resolution, price/cost, follow up, etc.
  • Utilize SAP to enter orders for services, parts, and replacement meters along with invoicing.
  • Continuously identify and lead improvement projects to create efficiency, limit risk, and enhance the customer experience in large part utilizing transactional customer satisfaction survey feedback (via SalesForce.com).
  • Manage complaints quickly and effectively using the Endress+Hauser complaint management process and Salesforce.com keeping all stakeholders updated for immediate resolution and identify/implement longer term corrective actions where necessary.

What do we expect from you?

You will have (required):

  • Associate's degree in a Business or Technical field OR 2-4 years relevant experience

You may have (preferred): (max of 10 bullets)

  • Ability to work and make informed decisions independently and on own initiative.
  • Builds and maintains strong, trustworthy business relationships, leveraging long-term partnerships to achieve collective success.
  • Prioritizes the customer perspective in business decisions by actively seeking to understand customer needs and problems, initiating solutions based on this understanding, and implementing feedback to enhance the overall experience and prevent future issues.
  • Excels in a dynamic, fast-paced environment, effectively prioritizing tasks while adapting to shifting demands.
  • Proactively offers, seeks, and applies constructive feedback with an openness to growth and collaboration.
  • Detail-oriented with a commitment to accuracy, capable of utilizing critical thinking to ensure precision in tasks.
  • Exceptional leadership skills with a proven ability to inspire and influence teams, build trust and credibility, and effectively coach and guide individuals without relying on formal authority.
  • Exceptional verbal and written communication skills, capable of presenting information clearly, articulating complex technical issues, and engaging with individuals at all levels.
  • Exceptional planning and organizational skills, consistently maintaining schedules and meeting deadlines independently.

What can you expect from us?

  • Family-owned, friendly, and highly committed company
  • Tuition reimbursement and a wide range of development opportunities
  • Comprehensive benefits package which includes medical, dental and vision
  • Competitive compensation and bonus opportunities
  • Generous paid time off
  • Life insurance and 401(k) savings with company match
  • Full-service cafe, fitness center, and health clinic (in Greenwood, IN)

Endress+Hauser provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

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