Parts & Service Coordinator (non-exempt) - Koenig & Bauer US, Inc

Koenig & Bauer is the oldest, global printing press manufacturer in the world! For more than 200 years, we have been bringing together innovative technology and enthusiasm for tailor-made print solutions for our customers. You will find products printed on our machines all around you every day including the US currency in your wallet and much of the packaging in your grocery stores and big box retail stores. With the broadest product portfolio in the industry, groundbreaking machines and a holistic service promise, Koenig & Bauer sets international standards. Our 5,500 employees worldwide generate annual sales of €1.2 billion.

This is your opportunity to join Koenig & Bauer (US), the sales and service organization for Koenig & Bauer in the United States and the North American headquarters. Become part of our company where creativity, fascination and passion for mechanical and electrical engineering work together as we develop the printing world of tomorrow and exceed print!

Location:Koenig & Bauer Office, Dallas (Irving), TX

Reports to: Regional Service Manager

Direct Reports: No direct reports

Standard Schedule: Monday - Friday, 8 a.m. - 5 p.m. CST with one-hour Lunch

FLSA Status: Non-exempt/Hourly

Compensation: $27 - $32 per hour + quarterly and annual bonus potential + on-call pay

Job Responsibility: The Parts and Service Coordinator is responsible for supporting a profitable, efficient, and customer-centric Service and Parts department, accomplished through planning, resourcing, and executing work orders for parts, installation, warranty, and chargeable service work. Parts and Service Coordinator works closely with the Service Managers to oversee the coordination and organization of resources and the communication and follow-through with customers, vendors, and employees. May consult with factory in Germany to support coordination of parts, service, and project management activities. The Parts and Service Coordinator implements and manages processes and procedures to ensure we are “the easiest company to do business with”.

Essential Duties and Responsibilities:

• Plan and assign technicians to work orders based on availability and the type of skills and experience necessary to perform the job. Organizes travel, parts, and specialized tools necessary to perform the job and preps the technician for the assignment.
  
• Oversees the service work order process from receipt of order or request, quotation/pricing, scheduling and dispatching technicians, and communication among interested parties including external customers, internal customers, Koenig & Bauer factory, Parts Department Staff, and other Koenig & Bauer Departments and employees
  
• Provide technical assistance to employees and customers identifying parts or technical solutions for customers. Review and interpret machine drawings to identify parts and ensure delivery of accurate part(s).
  
• Approve and work with applicable Service staff to provide customer with quotes and pricing, which may be at standard labor rates or special pricing in such cases as major repairs, customer history, or future sales opportunities with customer.
  
• Communicates and collaborates with the Koenig & Bauer Factories and customers for follow-up on quotation/pricing on large or special orders, resolution of pricing disputes and/or receiving discrepancies, and for specialized knowledge for certain technical questions.
  
• Informs Service Management of any out-of-standard issue such as a major breakdown, labor disputes, and other special issues that have the potential of escalation or financial impact.
  
• Communicates regularly and frequently with NA management team on all service and parts related activities and opportunities. Also communicate regularly and frequently with customers on various business transactions including but not limited to pricing, technical assistance, and billing disputes.
  
  
• Works with Service Manager to handle escalated customer issues immediately and in accordance with company policies and standard operating procedures.
  
  
• Drives process improvement developing new or making changes to existing processes, procedures, and programs that will help the department be more effective, efficient, and meet its goals.

Required Qualifications:

Education: High School Diploma or GED-equivalent required.

Experience: A minimum of three years’ experience in operations within the printing or packaging industry or other closely related industry in a service and/or parts capacity such as automotive, aviation, heating and air conditioning, appliances, etc.

Computer Skills: Computer literacy with basic knowledge of e-mail, internet navigation, word processing, and spreadsheets. Understanding of SAP and Salesforce CRM are highly desired.

Knowledge, Abilities, and Interpersonal Skills:

• Strong project management skills – creating and tracking project timelines
• Strong communication skills between customers, vendors, and our factory
• Understanding of technical products
• Strong time management and follow-up skills

• Good customer service skills with attentive listening, ability to ask the right questions for clarification, and prompt response.
• Good verbal communication skills including the ability to communicate complex technical information to people with varying degrees of technical knowledge and ability.
• Collaborative team member with the ability to build strong interpersonal relationships with external customers and other internal resources such as Service, Parts, Remote Maintenance, Travel, and other functional areas.
• Ability to follow established company guidelines, procedures, documentation, and reports involving all departments

Koenig & Bauer (US) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/orientation, gender identity, age, veteran status, creed, national origin or ancestry, or any other status protected by federal, state, or local law. Information collected by the application process is solely to determine suitability for employment, verify identity, and maintain employment statistics of applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship for the employer. Please contact Koenig & Bauer’s HR Department at NA-HR@koenig-bauer.com or 469-532-8120 if you need assistance completing this application or to otherwise participate in the application process.

Benefits

Vacation – 15 days per year

Holidays – Up to 11 days

Sick – 7 days

Medical, Dental, and Vision

Disability and Life

Flexible Spending Accounts

401k Retirement and Profit Sharing Plan

Income replacement plans for cancer, critical illness, and accident

Long-Term Care Plans

Years-of-Service Bonus Plan

Educational Assistance

patches service technicians and provides all related administrative support.