Field Service Coordinator

Job Purpose or Summary

Contributes to Multi‑Fab by providing technical support to external customers, training to department members, creative and technical product development exploration and tool development and identifies root cause analysis for Return Merchandise.

• Supports customers by responding to caller questions and inquiries – 35%
• Performs special projects as needed – e.g., stage equipment for on premise training – 15%
• Assists callers requiring advance technical issues – 15%
• Trains colleagues on advanced technical issues – 15%
• Identify and document incoming products for sourcing and/or reverse engineering – 5%
• Product Development ideology and tool development – 5%
• Identifies root cause issues on returned products, documents and communicates through appropriate external and internal channels – 5%
• Enters and updates information into ERP and/or CRM as appropriate – 5%
• Contributes to a positive team environment – 5%

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Analytical Thinking: Solves complex problems using a sequential system.
• Communication
  
  Skills:
  
  Communicates using persuasion and authority.
• Functional Knowledge: Expertise in his/her discipline and understands these concepts in other disciplines.
• Influence: Profits from garnering support for concepts and solutions from other functions.
• Leadership
  
  Skills:
  
  Does not manage employees, but may mentor and/or train on a peer‑to‑peer basis based on personal expertise.
• Problem Solving: Arrives at decision using analytical thought.
• Business Impact: Role has impact on the department.
• Collaboration: Strengthens alliances with other divisions to create opportunities internally and externally.
• Company Knowledge: Understands how his/her team contributes to the department to meet the goals defined.
• Job Impact: Function.
• Managing Change: Implements changes provided by management.
• Strategic Responsibility: Not responsible for strategy.

• Education: High school diploma or Equivalent;
  Associate's degree or Bachelor's Degree in a technical field preferred
• Experience and/or Training: Experience working with loading dock equipment and systems. Experience speaking with customers in person and/or over the phone to help guide solutions and respond to questions.
• Technology/Equipment: Computer skills including Microsoft Office application, ERP systems, Mechanical loading dock technology exposure
• Physical and mental demands include lifting, carrying, pushing, pulling objects, reading documents, climbing stairs, crouching, grasping, handling objects up to 50 lbs, and standing for prolonged periods.

The individual will work primarily in an office environment and will occasionally walk through the shop and interact with people working on or near machinery.