SUMMARY

The Service Coordinator is responsible for the creation, coordination, and closing of Customer service cases within the organization. The Service Coordinator works with Customers to plan and coordinate the timely resolution to their needs.  The Service Coordinator is responsible for the quoting, planning, ordering, scheduling and billing of Service cases.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works with Customers and the Service Manager to quote service jobs.
• Ensures the timely and accurate processing of work orders including the opening, closing, billing, cost and margin review, and the maintenance and monitoring of all open and unscheduled work.
• Ensures the proper materials are ordered, received, and prepared prior to scheduling a job
• Coordinates the flights, hotels, and travel arrangements of the Service Technicians
• Coordinates the rigging and shipping of large equipment into and out of the building including delivery of equipment to a Customer’s facility.
• Works with the Service Manager to plan, assign, and coordinate the service support, dispatching and scheduling staff and functions.
• Ensures Customer satisfaction with each job through a follow up call

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Four to ten years related experience and/or training in a service management environment.

 Required Skills:

• Basic understanding of electrical, pneumatic, and hydraulic schematics; ability to read and interpret drawings and schematics is preferred
• Technical/engineering background preferred
• Excellent interpersonal communication and customer relationship skills.
• Strong presentation skills and professional appearance
• Ability to meet physical requirements of the job
• Strong organizational skills
• Microsoft Office proficiency
• Willingness to work a flexible schedule
• Attention to detail
• Ability to work in a fast paced and dynamic work environment
• Neat and professional attitude
• Proficient in verbal and written English

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee 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 employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration.  The noise level in the work environment may be loud.

MEASURES OF PERFORMANCE (KPI’S)

 This position will be evaluated against the following criteria:

• Ability to open, process and close work orders in a timely and accurate manner.
• Average case days open (PO to Invoice)
• Average number of open cases
• Average days Customer down (unable to run machine)
• Average days to quote work (Request to Quote)
• Accuracy and timeliness in the preparation of estimates to ensure that jobs achieve required gross margin goals.
• Accuracy in the maintenance of service parts and equipment inventory records and cost files.
• Accuracy and timeliness in the generation of billings.
• Customer satisfaction

SUMMARY

The Service Technician III is responsible for the completion of Service related work within the organization. This work will include installation, preventative maintenance, warranty work, and troubleshooting / repair of CNC machines at Customer sites. This individual will have frequent, direct contact with Customers and is expected to represent the company in a professional and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Related experience or training in a machine tool service environment: Responsibilities: Level 3 (7+ yrs.)

• Always represents OptiPro Systems in a professional and courteous
• Promoting and preforming preventative maintenance on customer equipment and conducting after-sales technical support and
• Responsible for flowing information back to OptiPro for new and unresolved Service issues.
• Develop and maintain partner relationships with our Customers, Vendors, and related third parties.
• Maintains and protects all company property, tools, vehicles, and
• Performs work in a safe manner adhering to all policies, regulations, and laws for both OptiPro and the Customer.
• Maintains up-to-date knowledge of products and methods to perform work in a safe and efficient
• Ensures the timely and accurate completion of work orders and required paperwork for all jobs, including Customer sign offs, expense reports, receipts,
• Accurately keeps track of time and material spent on
• Works with Service Coordinators and Customers to resolve Customer cases in a timely manner.
• Travels to Customer site to install new
• Travels to Customer site to maintain (preventative maintenance) the equipment that OptiPro sells.
• Travels to Customer site to troubleshoot on an advanced level the equipment that OptiPro sells.
• Travels to Customer site to repair, unsupervised, the equipment that OptiPro
• Ability to Ball-Bar, Laser Compensate
• Ability to properly estimate jobs (materials, labor) – project manager for

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Related experience or training in a machine tool service environment: Required Skills: Level 3 (7+ yrs.)

• Strong presentation skills and professional appearance
• Excellent interpersonal communication and customer relationship skills
• Attention to detail
• Proficient in verbal and written English
• Strong organizational skills
• Microsoft Office proficiency
• Ability to meet physical requirements of the job
• Valid driver’s license
• Valid Lock Out Tag Out training
• Willingness to work a flexible schedule
• Ability to work in a fast paced and dynamic work environment
• Must be able to handle troubleshooting technical problems that happen and learn any skills that are
• Basic understanding of electrical, pneumatic, and hydraulic schematics; ability to read and interpret drawings and
• Knowledge of safe rigging
• Technical/engineering background
• CNC machine tool programming

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee 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 employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment may be loud.

• Ability to work flexible hours; frequent travel (day and overnight) and driving throughout identified territory is necessary (travel = 85%)
• Travel for training on vendor equipment and industry trade

MEASURES OF PERFORMANCE (KPI’S)

This position will be evaluated against the following criteria:

• Accuracy and timeliness of turning in paperwork for billing
• Ability to resolve Customer issues in the minimum number of trips
• Ability to estimate and meet estimates for job completion (time and materials).
• Ability to resolve cases in a timely manner (number of cases completed).
• Timeliness and accuracy in the entry of time into GSS and reporting on a daily
• Case Statistics – Average days open, average days Customer is
• Customer satisfaction – surveys