Optimum Sorting Inc is a distinguished and successful company specialized in developing, building and installing optical sorting machines. We deliver custom solutions to our international customers who are primarily active in the food industry. With our innovative technology we help our customers reduce their costs for their product processing but at the same time maintain an optimal product quality. Through Optimum Sorting's continuous search for innovation and its corporation with reward winning research institutes through-out the world, it always has the latest detection technologies available to solve the most complex sorting problems.
We count on the expertise of our team of nearly 90 employees, spread over 4 locations (Belgium HQ, the Netherlands, USA and Asia) and together with our strong agency network we want to be a reliable business partner for our customers by strongly focus on service, quality and high-tech solutions. Due to a replacement we are currently hiring a SERVICE COORDINATOR USA
WHAT YOU'LL BE DOING
Our USA hub is a service hub and you will manage the technical and administrative support to our customers. Following responsibilities fall under your authority:
You draw up an annual goal plan for service together with the sales & service director USA that's in line with our overall strategy and you manage that your team executes these long-term purposes in line with the budget. You therefor monitor KPI's.
You coach and motivate a team of 6 people (remote technicians in different states). You also lead recruitment to expand your team, in cooperation with HR in Europe.
As the central contact person you manage incoming calls and emails regarding technical issues from customers. You solve them yourself (if possible) or reassign the case to one of our service technicians. You make sure all calls are logged into our ERP system and admin is processed correctly.
You make an efficient 24/7 schedule for the technicians and make sure they have all the info/documents/materials they need before leaving for a job.
In case of high priority or more complex issues you're the central point of contact and you make sure the issue is escalated to the right department. You also maintain the Service Level Agreements and you detect commercial opportunities
You are the liaison between the HQ and the US customers and agents. You follow up a shipment as soon as it leaves Europe until arrival in US.
You report to the Sales & Service Director USA (who will have direct lines with the board in Europe).
WHAT WE EXPECT
That you're located close to our Denver office (doable commute)
That you have at least a couple of years experience in a technical coordinating role. If this experience is within machinery that's a big asset
That you'll be working regular business hours, 40 hours/week but have a flexible mindset if there are urgent matters for our customers
That you fluently speak English and extra bonuspoints if you also have knowledge of Spanish
That you are communicative, very client centered, a great problem solver that never loses their cool and is great in stressful sitations.
WHAT WE OFFER
You'll be working in a high-tech environment where quality is a main focus and where there is a lot of investment in R&D
Because of our wide variety of machines and the tailored solutions there's a certain degree of technicality needed. You're technical knowledge will be challenged
You're in direct contact with internal and external customers and will have a dynamic and varied job
You'll be working in a growing SME where we do not like to think in boxes and where there's room for initiative
Our organization is characterized by informal contacts, an informal atmosphere and an environment where change is central
Competitive market-based wage with health, dental and vision insurance, 401k, paid time off and sick pay