We are seeking a detail-oriented and proactive Service Options & Upgrades Project Coordinator to oversee and coordinate service options and upgrades to projects from inception to completion. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a solid understanding of service options and upgrade process coordination. This role is crucial in ensuring that retrofit projects are completed on time, within scope, and to the highest quality standards.
As a Service Options & Upgrades Project Coordinator at Caljan, Inc., you will be a key player in the entire lifecycle process of retrofit project execution including service projects, service options, upgrades and project schedules in order to meet customer needs and in accordance with relevant standards. You will provide support across the U.S. organization including retrofit project management, service technicians, sales, and customers. To succeed in this role, you will need to have excellent interpersonal skills with a strong sense of urgency. You will need to be detail oriented, have excellent verbal and written communication skills, organizational skills, and the ability to multi-task in a fast-paced environment. This position is located on-site in Menomonee Falls, WI.
Your Key Responsibilities will be: • Gather incoming retrofit requests and submit to engineering for quote generation, with our Global service colleagues. • Collaborate across multiple functions within the organization and work extensively with the Sales team. • Maintain the digital ticketing log of retrofit project status. • Discuss service requirements to complete scope of work with the field and operations teams to gather expected time requirements to detail customer quotes. • Track and file SWI instructions for repeat use. • Format incoming retrofit quotes for final review prior to submission to the customer. • Quote follow-up with customers. • Schedule Retrofit turnover meetings with operations, service, and parts for execution. • Identify and research issues of greater impact or technical complexity and develop resolutions or present these to your Manager for resolution. • Build relationships and confidence, through positive customer contact with both internal and external customers. • Maintain accurate and current customer account contact information • Coordinate customer orders with counterparts at Caljan Inc including Engineering, Operations and Sales • Will work as a collaborative team • Support the service technicians in the field and their regional schedules • Work closely with Customer Support Team for technician scheduling with the needed skills matrix required for the project. • Other duties as assigned
Customer Relationship Management • Maintain regularly scheduled meetings with customers and document notes. Touch base with customers at intervals and maintain notes along with updating important staff for each site. • Build relationships and confidence, through positive customer contact with both internal and external customers. • Maintain accurate and current customer account contact information. • Coordinate retrofit customer orders with counterparts at Caljan, Inc. including Engineering, Operations and Sales. • Track customer satisfaction after retrofit project closeouts and identify Sales opportunities for spare parts, preventative maintenance, and retrofits. • Schedule project closeout meetings with service technicians and customers to ensure the entire retrofit is completed prior to the service technician's departure from the customer site.
Customer Service & Communication • You will serve as a primary point of contact for customers, demonstrating exceptional customer service skills. • Answer phone calls and respond to customer inquiries, project status, and service/warranty requests in a timely manner. • Maintain clear and open communication with customers, ensuring their needs are met and issues are resolved promptly. • Identify and research issues of greater impact or technical complexity and present these to your Manager for resolution. • Track project reports for each retrofit. (Retrofit reports, turnover complete - TOC, and warranty completions). • Schedule preparation meetings for service technicians prior to installation, commissioning, and follow-up visits (which includes all functions Project Managers, Electrical Engineers, Operations, and Finance to verify completion of all previous stage gates are cleared). • Prepare a budgetary review report for audits.
Team Collaboration • Work as a part of a collaborative team across all functions and countries throughout the organization. • Support the service technicians in the field and their regional schedules. • You will support, define and maintain regional truck inventories with the latest inventory and replenishments. • Support the Installation Project Manager as a back-up as necessary. • Other duties as assigned.
Communications • Ability to communicate effectively with internal and external customers. • Ability to read and understand mechanical and electrical drawings as it applies to researching replacement parts and service questions. • Excellent customer service skills. • Ability to work in a high growth, continuously changing, and fast-paced environment. • Team player and able to work with all levels of an organization. • Excellent verbal and written communication and collaborative/interpersonal skills. • Ability to resolve conflict and negotiate win/win solutions. • Strong organizational skills. • Detail-oriented with good independent decision-making skills. • Self-starter with the ability to work independently under minimal supervision. • Willingness to continuing education as requested.
The Essentials - You Will Have:
Required Qualifications: • High School Diploma and a minimum of 8 years of related experience • Associate's degree and a minimum of 4 years of related experience • Minimum of 4 years of experience in industrial machinery parts or retrofit sales or service experience. • Minimum of 4 years of experience with client relationships and retrofit project management experience. • Ability to read and understand mechanical and electrical drawings as it applies to researching replacement parts and service questions • Ability to travel a minimum of 20% domestic and international travel. • Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.
The Preferred - You Might Also Have:
Desired Qualifications: • Bachelor's degree • Project Management Professional Certification is desired. • Proficient in Microsoft Office. (Outlook, Word, Teams, PowerPoint, and Excel) • Previous experience and ability to read site layouts and 3D Modeling software. • Previous experience and demonstrate technical writing. • Ability to work independently and work in a team environment.
Physical Demands and Work Conditions
The physical demands and working conditions described below are representative of those that must be met by an employee who successfully performs the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Your work environment will include the office, warehouse, production floor and visits to the manufacturing production floor of customers.
While performing the duties of this job, the employee is regularly required to:
Sit, stand and walk for 8 - 12 hours per day.
Speak, listen, hear and understand verbal and written communications.
Use hands to finger, handle, or touch objects.
Adjust focus and use close, distance, color and peripheral vision and depth perception.
While performing the duties of this job, the employee will occasionally be required to:
Stoop, bend, crawl, or reach above the shoulders
Lift and/or move up to 25 pounds.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity, or expression, or veteran status. We are proud to be an equal opportunity workplace. We are an Equal Opportunity Employer including disability and veterans. If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please email hr.us@caljan.com.
Join us as a Service Options & Upgrades Project Coordinator to contribute to exciting retrofit projects while developing your career in a supportive environment!