Service Coordinator - Petroleum Analyzer Company L.P.

Who We Are

Uson is the premiere global provider of leak testing equipment and solutions for the medical device, automotive, electric vehicle, industrial and packaging industries. Since 1963 Uson has taken the leak testing technology we first developed for NASA and applied it to a wide range of automated industrial assembly applications.

Your Role

This role is responsible for coordinating customer service related to our Service and Repair department. This role communicates directly with the customer and facilitates scheduling of all jobs relating to repairs, calibrations, modifications, field service and warranty. This is a key position to ensure we are providing correct and timely customer service in our Service and Repair department. This role will have strong focus on organization, process improvements, visibility, accountability, and ownership.

Duties and Responsibilities:

• Serve as point of contact for facilitating communication between USON and customers
• Provide clear understanding & communication with customers regarding the nature of the problem, scope of work, timeline expectations, assign Return Material Authorization (RMA) numbers, enter work orders, and update related customer information into SalesForce and Made 2 Manage (M2M) with no errors
• Schedule, prioritize, co-ordinate repairs and calibrations to meet customer expected return delivery date with all necessary internal functions.
• Manage timely execution of all aspects of quoting, data order entry, scope & workload management, contracts management, logistics and invoicing. This includes basic support triage, accurate processing, documenting, expediting, and problem solving.
• Resolve and or escalate customer issues with an aim to get to the fastest and effective outcome.
• Manage the status of all repairs, calibration, field service, modification orders and communicate status updates with customers proactively and meet turnaround targets.
• Facilitate shipment of repairs and calibrations; ensure documentation service is complete and accurate and included with the tester if applicable.
• Invoice customers once job is closed.
• Provide excellent customer service and outcomes in all interactions.
• Follow-up with customers on feedback in a timely manner and provide inputs to service team/manager regarding process improvements that can better support our customer needs.
• Maintain backlog report, review on weekly basis, proactively address bandwidth, scheduling issues, come up with alternate collaborative options and communicate with customer.
• Ensure that an electronic copy of all documentation of the service performed is attached to the case in SalesForce.
• Proactively work on data driven continuous improvements projects to drive better outcomes.
• Ensure adherence to ISO 9001-2008 policies and procedures as applicable.
• Participate in department goals and objectives.

Qualifications:

• High School Diploma or equivalent with a minimum 5 years' experience in customer interaction; or
• Associate degree with a minimum of two years customer service experience
• B.S. degree in Engineering or Business is a plus
• Ability to proactively anticipate, identify and solve problems in communication with the customer
• Good oral and written skills
• Ability to work with team members but also able to direct own work
• Detailed oriented with the ability and drive to follow up on outstanding tasks

Physical Requirements:

• Ability to hear and verbally exchange ideas and information with the public, staff and others on the phone and in the office.
• This position will frequently be required to sit, stand, and walk.
• This position may lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• Use finger dexterity to operate a computer and other office equipment and hand strength to grasp files and other objects.
• May require the ability to climb stairs, to kneel and/or crouch to retrieve equipment and other items.

Work Environment:

Essential duties of this classification are primarily performed in a dynamic office/manufacturing environment that may include frequent interruptions and a high level of contact with staff, other members of management, customers, vendors, and off-site employees/locations.

Compensation and Benefits:

Company offers competitive salary and benefit packages to include Medical, Dental, Vision, Life Insurance, and 401(k).

Uson is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.