Project Installation Coordinator

4 weeks ago

Kansas City, Missouri, United States Multivac Full time
Job Summary

This role serves as the primary point of contact for customers regarding new machine installations. The successful candidate will plan, direct, and coordinate tasks among sales, production, field service, and customers to ensure timely installations.

Key Responsibilities
  • Coordinate machine installation communications and scheduling with sales, field service, and customers.
  • Maintain pertinent data in SAP planning software and technician calendars.
  • Work closely with Regional Service Managers, Regional Service Schedulers, and Sales to determine and assign priority levels to customer requests.
  • Estimate time needed for installations and coordinate technician scheduling with customer satisfaction in mind.
  • Initiate relationships with customers and proactively communicate to coordinate pre-installation administrative items.
  • Discuss VPN requirements, MPSA requirements, utilities, delivery/installation timeline, and expectations with customers.
  • Coordinate with Sales Administration to ensure relevant information is received from the Sales Division.
  • Confirm proper documentation is sent to technicians.
  • Ensure customer readiness for equipment installation and require written confirmation.
  • Collaborate with customers, 3rd party equipment suppliers, and internal MULTIVAC engineering to review CAD layouts.
  • Direct changes as required on medium complexity projects.
  • Coordinate with international freight coordinators to ensure machine shipments from factory to schedule installations accordingly.
  • Provide formal cost estimates to external and internal customers for premium installations.
  • Provide field service job confirmation and COVID documentation to customers once installation service is confirmed.
  • Coordinate with regional service scheduling teams to allocate resources efficiently and effectively.
  • Serve as key contact for machine installations, ensuring installations are effectively commissioned, signed off, and relevant documentation is completed.
  • Coordinate new account set-ups with Accounting.
  • Perform 360 follow-ups with customers 2 days and 1 week after installation to ensure no outstanding issues and monitor customer satisfaction levels.
  • Communicate with Regional Sales Managers regarding special circumstances with customer installations or service.
  • Maintain machine movement information and CRM contacts in applicable databases.
  • Expedite paperwork to assist technicians and managers as needed.
  • Ensure installation documentation is returned from technicians and enter warranty dates once documentation is returned.
  • Maintain KPI measurements for quality of installation paperwork, labor hours recorded verses predicted, and requested repeat visits.
  • Close out projects with customers and service, including alignment to close and communication to transfer ownership to service.
  • Provide continuous communication regarding status updates with Rebuild/Remanufacturing unit and customers to ensure proper scheduling for installations.
Requirements
  • Associate's degree in a technical field and 2 years related experience; or equivalent combination of education and experience.
  • Previous experience with estimating service completion time in a high volume customer service call center, scheduling, or dispatch work environment required.
  • Ability to handle changing priorities and multiple projects simultaneously required.
  • Understanding of utility requirements such as amperage and air and water usage to evaluate customer readiness for equipment installation.
Language Ability

Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, and 2D CAD capability. Working knowledge of ERP systems, database applications, and contact management systems required. SharePoint and SAP experience preferred.

Certificates and Licenses

Current valid driver's license and the ability to obtain a passport for travel as required by position.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

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