Service Coordination Team Lead for Vacuum Technology

2 weeks ago

Solon, Ohio, United States Edwards Vacuum Full time

The Service Coordination Team Lead for Vacuum Technology will oversee a team of Service Coordinators and report directly to the Customer Service Manager for Vacuum Technique Services. This position offers a hybrid work environment. The individual will be responsible for delivering comprehensive customer service support to the Vacuum Technique Services (VTS) sector while effectively managing their own responsibilities and schedules.

  • Provide mentorship and direction to the VTS Customer Service team
  • Supervise phone queue coverage and implement strategies to enhance service levels
  • Ensure adherence to Edwards Corporate Policy by monitoring the VTS Customer Service Team's activities
  • Oversee warranty processes for vacuum pumps, ensuring compliance with established guidelines
  • Conduct audits and maintain precise records for ongoing work, including Returns, Quotes, Orders, and assigned activities in the C4C System
  • Track customer request timelines and liaise with various departments (Purchasing, Planning, Accounting, Sales, Engineering, and Quality) to address any issues causing delays
  • Assume team responsibilities to ensure business continuity during coordinator absences
  • Engage with Sales and Business Development teams regarding potential leads and customer relationship matters
  • Prepare regular performance reports for the Customer Care Manager, summarizing team achievements and project progress
  • Develop a thorough understanding of the business processes that support Service Technology Centers and VTS brand partners
  • Review new Service Agreement activities in collaboration with Service Sales Managers
  • Propose enhancements to departmental procedures to boost service efficiency and quality

Essential Skills:

  • Proficient in ERP systems (e.g., SAP, C4C)
  • Collaborative team player with the ability to work across multiple teams and regions
  • Prior experience in a supervisory capacity
  • 3-5 years of experience in Customer Service within a global, automated setting

Education and Qualifications:

  • Associate Degree preferred; equivalent work experience will be considered
  • High School diploma is mandatory

What We Offer:

  • Comprehensive benefits package, including 401k with matching, health, dental, and vision insurance, tuition reimbursement, family leave, and disability insurance
  • Part of the Atlas Copco Group, providing access to a broad internal job market
  • Opportunity to work in a globally diverse environment
  • Career growth potential with a focus on internal candidates and development programs
  • A supportive, family-like workplace culture
  • Encouragement to innovate and share your ideas
  • Dynamic work environment with continuous learning opportunities

Edwards Company is committed to hiring qualified candidates without discrimination based on race, religion, color, sex, sexual orientation, genetic information, gender identity, age, national origin, or any other protected status. We promote equal employment opportunity and affirmative action in accordance with applicable laws.

As a global leader in vacuum and abatement systems, Edwards is dedicated to innovation and excellence, partnering with customers to set new industry standards. With over 150 years of experience, we serve diverse sectors, from power generation to high-energy physics research.

At Edwards, we value creativity and fresh perspectives, seeking individuals who can contribute to our mission of being First in Mind, First in Choice. We strive to attract, develop, and retain top talent from a diverse global workforce.

For more information about Edwards, please visit our website.

A division of Atlas Copco

About Edwards

Edwards specializes in developing and manufacturing advanced vacuum products and exhaust management systems, integral to various manufacturing processes including semiconductors and solar cells. Our solutions are utilized across multiple industries, including power, pharmaceuticals, and scientific research.

With over 4,000 employees worldwide, Edwards is committed to high-quality design, manufacturing, and support of vacuum and exhaust management equipment, with state-of-the-art facilities across Europe, Asia, and North America.

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