Coordinator, Field Service

Company Overview
Why Choose Us?
Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs.

Our Sustainability Commitment
The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives.

Job Description
This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 35+ equipment service technicians primarily in North America. Customers typically operate their equipment two to three shifts a day and are packaging a perishable product, which makes some our service technicians are at times "on-call 24 hours a day & seven days per week". This position is responsible for supporting these requirements as needed.

Key Challenges

• North American / Domestic Market: The market is very competitive, and customer satisfaction must be first on everyone's mind if we expect to maintain our lead position in this market. We must be able to always respond timely to the customers' needs and requirements. It will be a challenge to provide all the necessary training for our service technicians to ensure they remain knowledgeable and provide the best service possible. It is an ongoing challenge to find and hire the people we need for the field service team, to be able to meet the ever-growing demand of our services & training.
• International Market: Ensure that the needs of our external global machinery customers are handled to maximize customer satisfaction. Responsible for receiving and timely responding to customers, distributors and other internal sales team requests for service. Responsible for dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Technical Service Team Leaders.
• Emergencies & Service Resources Management: Ensure a high level of service availability to our customers and provide after-hours emergency response, when needed.
• Service Work Orders Management: Process all SWO's including billings, installation, sales and warranty invoices to ensure timely reconciliation for monthly reporting.

Scope

• Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians primarily in North America, in collaboration with Regional Technical Service Team Leaders, to maximize efficient utilization of the available resources.
• Directs technicians to ensure they schedule visits to maintain on-time completions by agreements or commitments with assigned customers.
• Central liaison for coordinating and disseminating information to the regional team leaders and equipment sales team.
• Excellent communications with external and internal customers.
• Processing all SWOs on time, including collecting POs from customers, to meet monthly sales targets.
• Efficiency of this role has a direct impact on up to $10 MM in annual service revenue.
• Backup role for Administrator Field Service.

Knowledge And Experience

• High School Graduate
• 5-7 years' customer telephone support with scheduler/dispatcher experience.
• Microsoft Office (Word, Excel & PowerPoint) experience.
• Fluent in both written and spoken English.
• Must have demonstrated ability to handle customer complaints and conflicting schedule situations & take the necessary corrective actions and/or make decisions in a manner that assures customer satisfaction.
• Must be able to develop excellent working relationships and understanding of the service technicians and Regional Technical Service Team Leaders (managing frustrations, conflicts, stress, etc.).
• Must demonstrate excellent people skills, along with strong verbal and written communication skills.
• Must possess good organizational and leadership skills.
• Must be a team player and able to interface with all levels of internal and external customers worldwide.

Desirable

• Bachelor's degree in business or related field
• Microsoft Dynamics 365 Software experience.

Company Benefits
What You'll Get From Us
Benefits
With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

Community Engagement
At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

Training and Development
We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through MyLearning. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program, and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company�s application process should contact .