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Service Coordinator

1 month ago

Flagstaff, United States Barry-Wehmiller Companies Inc Full time

About Us:Machine Solutions is the premier provider of advanced equipment and services for the medical device, biopharmaceutical, and blood- and plasma-collection industries. We support our customers' needs and growth by delivering quality and value through a wide breadth of products. Machine Solutions provides proprietary mechanical solutions to a variety of complex process, testing and device design challenges. Our equipment has become the industry standard for stent crimping, balloon catheter pleating and folding, catheter braiding and medical device manufacturing applications. As a pioneer in radio frequency technology, the company has continued to develop advancing technology for thermal forming, molding and welding plastic for medical manufacturing, biopharmaceutical, and blood- and plasma-processing applications. Our experienced team of engineers has been instrumental in automating manual processes that enable our customers to increase production volumes and profit margins, and we believe in providing a superior customer experience by designating resources to a dedicated aftermarket team that is always ready to provide technical service and process support. Machine Solutions is privately owned by BW Forsyth Partners, a Barry-Wehmiller company.BW Forsyth Partners is the investment arm of multibillion-dollar global manufacturing and engineering consulting firm Barry-Wehmiller. Established in 2009, BW Forsyth Partners blends Barry-Wehmiller's unparalleled legacy of value creation and people-centric culture development with keen investing experience to help companies realize their true potential. With a focus limited to areas known well, BW Forsyth Partners seeks to partner with leadership teams to acquire small- to middle-market companies in the capital and component equipment, and professional services sectors. In each of our operating companies, BW Forsyth Partners deploys operational improvements and strategy development without compromising the autonomy, strategic vision and entrepreneurial spirit of their leadership teams.Job Description:To serve as the point of contact for the RMA (Return Material Authorization) process, service case management and field service coordination. The core responsibility of the Service Coordinator is to manage the assignment of Salesforce service cases and field service calendar. The Service Coordinator will collaborate closely with the Field Service team to provide a best-in-class experience for Machine Solutions' customers.ESSENTIAL DUTIES AND RESPONSIBILITIES:Review and assign all new Salesforce cases, ensuring prompt customer communicationWork closely with the Fields service team to assign service visits from the Service calendarMaintain positive relationships with customers; communicate scheduling dates to both customer and field service teamDetermine optimal resource selection for service trips based on technical problem description, representative's capability and location, duration of trip and other pertinent factorsCoordinate the processing of RMA repairs and upgrades utilizing ERP (Enterprise Resource Planning) system within the repair and upgrade shop.Prioritize inspections for timely completion within the repair and upgrade shop.Research part numbers for needed repairs to facilitate parts ordering.Collaborate with Aftermarket team to create quotes for customers.Utilize ERP & Trello board to schedule, track, and close out pending and in process RMA equipment.Process manufacturing receipt order for completed repairs and coordinate shipping in M1.•Undertake ad-hoc projects as needed.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 AND/OR EXPERIENCE3+ year of related experience in B2B customer service and process managementWorking knowledge of CRM systems, Salesforce experience strongly preferredExceptional customer service skills, with a strong ability to empathize and build trust with customersIs proactive in their communication to customers and effectively collaborates with cross-functional partnersTakes a results-driven approach ensuring timely delivery and high customer satisfactionManufacturing or Technical work environment experience strongly preferredLANGUAGE SKILLSAbility to read and interpret safety rules, operating instructions, and procedure manuals.Proficient in writing routine reports and correspondence and is able to present information and respond to questions from groups of managers, clients, and customers.MATHEMATICAL SKILLSAbility to perform basic arithmetic operations (addition, subtraction, multiplication, division)Capable of solving practical problems and interpreting various forms of instructions (written, oral, or diagrammatic).PHYSICAL DEMANDS:With or without reasonable accommodation minimal time will be spent walking, stooping, kneeling, crouching. Sometime will be spent standing, sitting, talking, and hearing, and using hands to handle, feel and reach. To effectively complete the tasks in this position the following vision requirements are needed: ability to adjust focus, depth perception, peripheral, color, distance, and close vision. WORK ENVIRONMENT:Some time is spent working near moving mechanical parts and minimal time is spent near fumes or vibration. The noise level for this position can be expected to be loud due to the tools used in the grind shop.At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work-therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process. Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.Company:Machine Solutions, Inc.