Service Coordinator

Responsibilities

• Manages Press, Postpress and/or Small Press and Prepress customer expectations regarding responsiveness and duration of field service work.
• Reconciles customer requirements, service technician attributes, and parts availability to schedule field service work.
• Takes and resolves customers' questions, complaints, and concerns, and creates notifications and service orders for the appropriate personnel.
• Processes service order request forms in SAP for purpose of transmitting to service technicians.
• Confirms the paperwork is sent to the Service Technicians.
• Makes training recommendations based on the customer needs, geography, and technical capabilities of the service personnel.
• Schedules training for the technicians and various other meetings for their technical skills enhancement.
• Supports the Regional Service Managers in achieving the goals of Heidelberg.
• Provides customer feedback as necessary when situation should be escalated to Management’s attention.
• Solicits service work from customers to maximize schedule when in remote areas.
• Maintains communications with customers related to schedule i.e. delays, postponements, etc.
• Daily communications with service managers related to schedules, customer issues, etc.

• High School Diploma or Equivalent
• Prior dispatching experience 1-3 years
• 1-3 years in similar role with service/parts industries (HVAC, printing, industrial equipment)
• SAP experience preferred
• Strong knowledge of computers (Windows and Mac OS) and networking
• Self-starter and able to take on difficult problems and work them through to resolution
• A comfortable and confident speaker able to communicate effectively to a wide audience from production personnel, through management and business owners
• Able to manage multiple high-priority action items
• Proven skills in handling customers in high pressure situations
• Must be available to travel as required

Demonstrates strong customer service and communication skills while effectively managing service schedules and technician training. Proficient in SAP and knowledgeable in computer systems to enhance operational efficiency in service and parts industries.