Deployment Coordinator

4 days ago

Minneapolis, Minnesota, United States ZEISS Group Full time

About ZEISS Group:

ZEISS is a leading technology company that has been in business for over 177 years. As a pioneer in science, we meet the ever-changing environments in a fast-paced world with cutting-edge technologies and continuous advancements. We believe that innovation and technology are the key to a sustainable future and solutions for global change. Our diverse range of portfolios throughout the ZEISS family includes segments like Industrial Quality & Research, Medical Technology, Consumer Markets, and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone.

Role Overview:

The Deployment Coordinator will work with an exceptional team that plays a vital role in Carl Zeiss Industrial Quality Solutions, LLC. This role is responsible for showcasing skills and experience with process enhancements by being the principal liaison responsible for the overall positive customer experience, in addition to the deployment of Field Service Technicians within the US and Canada service geography for all ZEISS machine installations, calibrations, repairs, and relocation requests.

Key Responsibilities:

  • Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment, and show machines.
  • Communicate and coordinate with customers the status and schedule of all service activities.
  • Interface with all internal departments, including Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers, and Technical Support to ensure efficient scheduling of all Field Service Technicians based on field technician skill set, availability, and customer requirements.
  • Review and process job requests, including purchase orders, pricing verification, quote generation, as well as document special instructions according to service procedures to ensure accurate and timely processing of customer requests.
  • Work collaboratively with Technical Support Team to build Relocations and Repair quotes.
  • Maintain all open customer job files until completion and ensure that all appropriate correspondence is attached.
  • Work closely with Tools Department to effectively coordinate, ship, and track specialty tools as needed for each job.
  • Keep Regional Service Manager informed of crucial developments, potential escalations, and related information necessary for effective management of field technicians and customer relationship.
  • Document all direct interactions with customers for company database reference.

Requirements:

  • Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
  • Minimum 2-year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
  • Proficiency with Microsoft Office products; Word, Excel, and PowerPoint, and Microsoft Lync.
  • Knowledge of Lotus Notes, Innosoft, SAP, and CRM or other dispatching software preferred.
  • Previous experience with high-touch interactions with internal and external customers, service distributors, service contractors, senior leadership, and service administration.
  • Ability to multitask and handle multi-level situations while delivering a customer-centric experience based on the following criteria:
    • Little to no supervision.
    • Great attention to detail.
    • Time-sensitive restrictions.
    • High sense of urgency.
    • Ability to work as a team and independently.
    • Work with both internal and external customers.
  • Proficient and effective verbal and written communication skills.
  • Flexibility to change and a positive attitude.

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