Packaging Automation Service Coordinator

3 days ago

Lebanon, New Hampshire, United States ProMach Full time
About the Role

We are seeking a highly skilled and motivated Service Coordinator to join our team at ProMach. As a Service Coordinator, you will play a critical role in ensuring the smooth operation of our packaging automation systems.

Key Responsibilities
  • Prioritize, schedule, and dispatch Field Service Technicians to customers' facilities to perform installations, repairs, maintenance, and upgrades to their machine systems.
  • Ensure all parts are provided in a timely fashion for scheduled service visits by coordinating closely with the parts department.
  • Develop knowledge of the skills and capabilities of all service technicians in order to effectively service customers.
  • Respond immediately to customer telephone calls and emails requesting repair, maintenance, or upgrades to their machine systems.
  • Ensure that the Service Department's telephone line and email address are consistently monitored and promptly answered.
  • Handle customer problem resolution through coordinating the efforts of various functions, such as engineering, manufacturing, sales, parts, etc.
  • Maintain and enter customer information in CRM system (Salesforce) and other databases as required.
  • Seek continuous improvement opportunities in role responsibilities and department processes.
  • Generate accurate job orders in ERP system (Syteline) for service visits.
  • Update the internal Service network with current Service Tech reports and invoices as needed.
  • Collaborate with and assist other departments to ensure a high-performing organization.
  • Prepare correspondence as needed.
What We Offer

As a ProMach employee, you will receive a comprehensive benefits package, including medical, dental, and life insurance, as well as a generous paid time off program and a retirement savings plan with a company match. You will also have opportunities for growth and development within the company.

Requirements
  • Associate's degree preferred (general, business, or technical studies).
  • 3 or more years in customer service or packaging automation preferred.
  • Intermediate Excel, Word, and Outlook skills.
  • Excellent interpersonal skills, ability to be calm under pressure.
  • Solid verbal and written communication skills.
  • Strong problem identification and resolution skills.
  • Ability to effectively communicate feedback, seek it, and act on it.
  • Ability to take direction and exercise flexibility with changing priorities.
  • Sound analytical thinking, organizational, prioritization, and execution skills.
  • Ability to work effectively independently and in a team environment.
  • Ability and desire to demonstrate company's performance culture values.
About ProMach

ProMach is a leading provider of packaging solutions, with a global presence and a reputation for innovation and excellence. We are proud to be named to the Inc. 5,000 list of the fastest-growing private companies in the U.S. seven times. We offer a dynamic and supportive work environment, with opportunities for growth and development.

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