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Field Service Operations Coordinator

3 months ago

Richmond Hill, Ontario, Canada SICK Ltd. Full time

ABOUT SICK:

SICK is a premier global supplier of advanced sensors, systems, and services tailored for factory, logistics, and process automation applications. With a portfolio exceeding 1,000 patents, innovation and technology are fundamental to our mission. This commitment to innovation and "Sensor Intelligence" empowers SICK to create solutions for every stage of production across various sectors, including automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, and maritime industries. Furthermore, SICK's dedication to Sensor Intelligence is pivotal in realizing Industry 4.0, or the Industrial Internet of Things, for our clientele.

POSITION SUMMARY:

This role involves supporting the Service department and clients with project scheduling and troubleshooting assistance concerning product and service field requirements. The position requires familiarity with the company’s products and systems. Responsibilities include scheduling Field Service Technicians for installations and service tasks, ensuring exceptional service to both internal and external customers.

KEY RESPONSIBILITIES:

  • Utilize various tools, including Excel and CRM 365+, to assign, schedule, and allocate the appropriate technician to projects or troubleshooting tasks based on company criteria and technician skill levels.
  • Develop, monitor, and provide service quotations to customers.
  • Compile and manage installation documentation resources on a project request basis to meet customer needs, which may include field surveys, preventive maintenance documents, installation checklists, rollout support services, customer acceptance forms, job safety analysis forms, etc.
  • Create, review, assign, track, and close service cases and related work orders.
  • Download and upload documents to and from CRM before execution and after project completion to the designated customer share point as required.
  • Handle inbound and outbound customer communications via phone, email, and CRM with excellent customer service skills under limited supervision.
  • Generate necessary status reports and communications as required.
  • Coordinate and manage replacement parts with other departments to ensure the availability of components as needed.
  • Perform additional duties and responsibilities as assigned or required.

QUALIFICATIONS:

Education and Experience:

  • Associate degree in business, electronics, or a related field, or equivalent education and/or experience.
  • Experience in Service Administration or a related area.
  • Familiarity with an ERP System, preferably SAP Global.
  • Experience with CRM systems, preferably MS Dynamics 365+ Global.
  • Proficiency in Microsoft Office Suite: Word, Excel (intermediate), PowerPoint.

Other Qualifications:

  • Ability to work effectively within a TEAM environment.
  • Strong verbal and written communication skills in English.
  • Outgoing personality to engage with internal and external stakeholders.
  • Willingness to travel as required.
  • Ability to work under limited supervision and manage inbound and outbound customer interactions.
  • Excellent communication skills and telephone etiquette.
  • Flexibility to work alternative schedules, including weekends and on-call hours as necessary.
  • Legally authorized to work in the United States.
  • Able to function in a general office environment.

POSITION SPECIFIC QUALIFICATIONS:

• Functional/Technical Skills: possesses the functional and technical knowledge to perform the job at a high level of proficiency.

• Quick to learn new industry, company products, or technical knowledge.

• Demonstrates a strong work ethic; not apprehensive about acting with minimal planning.

• Capable of adapting to change; comfortable shifting gears as needed.

• Maintains composure under pressure.

• Contributes innovative ideas; actively participates in brainstorming sessions.

• Committed to continuous learning and self-improvement.

• Approachable and easy to communicate with; remains calm, pleasant, and gracious to others.

• Practices attentive and active listening.

• Skilled at finding common ground and resolving issues for mutual benefit.

• Capable of writing clearly and succinctly across various communication settings and styles; effectively conveys messages with the desired impact.

CORE COMPETENCIES:

Ethics and Integrity, Personal Growth and Learning, Customer Focus, Personal Accountability, Building Effective Relationships.

If you thrive in a dynamic, team-oriented work environment that presents challenges and opportunities for growth, SICK is the right place for you. We offer competitive compensation and an excellent benefits program.