Job Title

/ Service Support Coordinator
Department / Service Support
Reports To / Service and Production Manager
Organizational Contribution / This position acts as acommunicator for the department and has daily interaction with all service technicians and managers as well as clients and other members of the ECI team.
Overview / Responsible for day-to-day internal/external communications and operations of the service support group.
Key Accountabilities/Responsibilities:
Schedule service jobs in the field using P21 and TDF to compile information needed for service technicians such as where, when, scope of work, job-costing, hours, service invoices.
Communicate daily with manufacturers’ service departments (i.e. Endress+Hauser, Masoneilan, MSA, Rexa, Auma).
Assist with on-site or teleconference discussions to develop quotation packages.
Following up on quotes: sales, service, orders, working with customers to have a repair or installation scheduled; ensuring all steps are followed.
Utilizing flow chart and along with the Service Support Group Leader, Service Manager handle inventory matters (unused components/non-conforming such as left-over custom instrumentation; gases) and follow-up with S/R and other areas regarding missing parts, discrepancies, etc.
Assist (as needed) with ECI test and data documentation for new or repair.
Work with human resources to schedule service technician training, certification, and re-certification as well as coordinating occasional medical tests for DOT drivers.
ECI Certificate of Insurance (COI) updating and providing new certificates to customers as well as work with other members of ECI to complete safety and other data required to work on site.
Create and store documentation in TDF, P21 CompuCal, and AirWatch.
Contract management coordination.
Expediting (P21 purchase orders) parts and service; for example, getting a quicker turn-around time with Endress+Hauser, Masoneilan, MSA, Rexa, and Auma.
Entering orders with manufacturers (such as Endress + Hauser; MSA) as needed.
Generate field reports as required.
Training and assisting others; sales/production order entry, managing order discrepancies (spec sheet & sales order).
Manage shop floor work flow and attend production meetings, as needed, when Service Support Group Leader is absent.
Other duties as assigned.

Experience/Knowledge/Skills/Abilities Required:

Intermediate experience with MS Office suite: Word, Excel, Publisher, Outlook desired.
Experience with a CRM is required.
Experience with an ERP enterprise resource planning required.
Excellent written and verbal communication skills in order to successfully communicate with external and internal customers on the phone, via e-mail, and in-person.
Skills to independently organize, prioritize and complete multiple tasks within deadlines.
Ability to be a team player and work in a fast paced environment.
Ability to ask pertinent questions and perform research in order to accomplish goals and objectives.

Physical Demands/ Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or Lifting as required in order tofile documents or store materials throughout the workday. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts on occasion. The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment, however environment can be noisy, and dirty at times as found in a warehouse environment.

Top 4 Characteristics or Attributes Essential to the Job:

Proactive / Extremely detailed oriented
Organized/time management / Critical thinker/problem-solver

Educational/Professional Certification:

Associates or Bachelor’sdegree or equivalent preferredand one to three years of related experience is required / No certification required