Job Description:
Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.
An exciting opportunity for a Service Coordinator to join Servomex, the world leader in gas analysis. This Full Time, Permanent role sits within our Service Team with responsibility for providing administrative support of in-house repair services, ensuring timely responses to our customers.
The Service Coordinator serves as a commercial "expert" ensuring Servomex policies are preserved throughout the transaction process. This opportunity will suit a team-spirited individual with strong communication skills and first class customer focus.
This opportunity is based out of our Sugar Land, Houston site (an element of hybrid working may be available).
About the role:
- Represent Servomex as a direct point of contact for customers sending equipment into our US Service Centers.
- Review and respond to incoming customer communications in a timely manner.
- Collect customer information, update SAP & Salesforce accounts, issue RMAs, and create work orders for incoming repairs.
- Follow the Servomex Compliance (know-your-customer) procedures.
- Be an active participant with repair status reports and weekly team meetings.
- Create Warranty and Goodwill cases in Salesforce/Field Service Lightning.
- Interact with Global Coordinators to transfer regional repairs to our global workshops and provide status updates.
- Manage the rental program from request & shipment to recurring invoicing.
- Provide quotations for repair services and follow-up on open quotations and provide customer updates on late repairs.
- Coordinate daily quotation needs, approval status & parts order status with the Repair Supervisor and Technicians.
- Build customer relationships using direct communications. Most of the communication is via email, however, recognize and escalate to phone calls quickly to eliminate confusion and foster better business relationships.
- Assist Service management with review of customer PO accuracy, terms & conditions requests, client quality questionnaires, and governmental client document reviews.
- Assist Finance with collections as required.
- Engage in Servomex SBS and 5S+ initiatives.
- Crosstrain with the Field Service Coordinator to strengthen customer support capacity in a backup role.
About You:
- Experience of working in a customer facing service position.
- A strong record of ownership - Perform your role as if you are running your own business.
- Ability to function within a technical environment demonstrating strong skills in customer advocacy.
- Commercial mind with technical inclinations; ability to understand technical aspects of our products and services.
- Multi-tasking: ability to prioritize as needed while maintaining a daily schedule of work tasks.
- Proficiency with Microsoft Office, Salesforce, and SAP are key for this role. Additionally, use of other CRM and financial programs are helpful.
- Experience with Purchase Order review.
- Experience with contract review or participation with negotiating terms and conditions of a contract preferred.
- Fluent in spoken and written English - multilingual a plus.
Location: Sugar Land, Houston, Texas.
Job Type: Full time, Permanent.
Competitive Pay
Benefits:
- Health, Dental, Vision, Life & Long-term Disability Insurance: available 1st of the month following employment
- Paid Time Off (PTO)
- 11 Paid Holidays
- Two Floating Holidays
- Two Volunteering Days
- 401(k) with company match
- Discretionary Bonus
- Annual Performance Review
- Opportunities for growth and development through our structured Talent Management System
- Employee Wellbeing Program
- Staff Referral Scheme
- Long Service Awards
- Global Recognition Scheme
- Company Events
Pay rate $28.00 - $35.00 per hour
The above pay range represents a general guideline; Servomex considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions
Job reference: TW-USBC-462R
Servomex cares about the health and wellbeing of its employees, developing and maintaining a working environment which promotes and supports both physical and mental wellbeing; encouraging openness, flexibility and a healthy work-life balance.
The Company is also committed to creating a culture of diversity, inclusion and equal opportunities, where every applicant is assessed fairly for employment based solely on merit, where every employee has the opportunity to fulfill their potential and where fairness, inclusion and equal opportunities exist throughout employment.
We are happy to consider any reasonable adjustments that candidates with a disability may need during the recruitment process and you will be asked whether you require any such adjustments during the application process. Please note we will also make reasonable adjustments wherever possible to enable employees to complete their roles to the best of their ability.
About Us:
An acknowledged innovator in gas analysis technologies for more than 70 years, the company's continual leading edge in R&D and manufacturing ensure the delivery of high-performance, cost-effective solutions through a portfolio of dependable products ranging from portable gas analysers to complex process solutions. The company operates at the forefront of the industry and works with leading multi-national companies spanning the hydrocarbon processing, industrial gas, power, semiconductor and healthcare markets. As a truly global organisation, product innovation, excellent levels of customer service and talented people are fundamental to our future success.
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