Job Descriptions:
POSITION SUMMARY
To facilitate growth and profitability for the After Sales and Service Organization through strong commitment to the delivery of high quality customer service to all Busch Vacuum customers (internally and externally) ensuring that customer's expectations are met every time. They must be able to manage the entire service/sales process and have knowledge of all the After Sales Service offerings. The After Sales Service Coordinator provides proactive steps to contact customers on potential opportunities, existing and completed Service activities. They will work with the customer and the Service organization in scheduling, tracking and completing order processing for Service activities. ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Support the development, implementation and operation of programs to promote the sale of After Sales Service products including service contracts, routine maintenance services, preventative and predictive maintenance services, spare parts, pump remanufacturing and training programs.
Proactive follow up on sales leads and quotes while supporting the regional sales targets and drive customer satisfaction through proactive customer support.
Assist in investigating problems related to customer satisfaction.
Report to After Sales and Service management on the status of activities.
Prepare Service proposals, estimates and pricing and coordinate timely follow up by the Field Service Team with the customer
Proactively communicate with other areas of the business on problematic installations such that corrective action can be taken in a timely manner to ensure customer satisfaction
Administratively assist the After Sales and Service management and Field Service team including (but not limited to) reporting, scheduling, Customer Relationship Management (CRM) activities, training and new employee on-boarding.
Keep accurate records and document field service customer actions and discussions
Manage key performing indicator data, assemble and compile accurate reports
Customer Support Responsibilities:
Receive incoming calls for field service, product repairs, exchanges and spare sales of After Sales products.
Work with After Sales and Service Management and/or planner(s) to coordinate the activities of the After Sales and Service organizations, as needed
Serve as the information liaison between AfterSales and Service management team, Technicians, and customers - providing regular updates to customers regarding service that is in process.
Report problems that customers are having to After Sales and Service management, with regard to Field Service proposals, estimates and pricing and coordinate timely follow up, as needed
Service Support Responsibilities:- Secure purchase orders for service work, and verify terms and conditions with customers- Maintain (edit as needed) scheduled service orders in the Busch assigned programs or other ERP system- Track and file relavent paper work- Order, track and follow up and expedite service orders as needed.- Complete administrative responsibilities for after sales activities.General Work Attitude:- Have a strong customer service mentality and be a strong team player.- Work cooperatively with all departments in a spirit of teamwork to address problem areas and stimulate After Sales and Service- Act on behalf of peer group members in their absence as and when called upon to do so either by design or by circumstance- Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job donPOSITION QUALIFICATIONS
Competency Statement(s)
Accountability - Ability to accept responsibility and account for his/her actions.
Accuracy - Ability to perform work accurately and thoroughly.
Autonomy - Ability to work independently with minimal supervision.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Communication, Written - Ability to communicate in writing clearly and concisely.
Customer Oriented - Ability to serve both external and internal clients by focusing effort on meeting client's needs, understanding their concerns, and seeking to build trust.
Energetic - Ability to work at a sustained pace and produce quality work.
Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.
Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Safety Awareness - Ability to identify and correct conditions that affect employee safety.
Required Experience:
SKILLS & ABILITIES
Education: High School Graduate or General Education Degree (GED): Required
Associate's Degree (two year college or technical school) Preferred, Field of Study: Business: Preferred
Experience: 3-5 plus years of experience in Adminstrator, Customer Service Representative or similar role: Required
Experience in performing in a fast paced, pressured environment,
Proven commitment and responsiveness to customer's (internal and external) needs: Required
Computer Skills: Proficient in Microsoft Office, ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems: Preferred
Certifications & Licenses:
Must maintain a valid Driver's License that meets Busch insurance standard
PHYSICAL DEMANDS
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands
Stand
F
Lift/Carry
10 lbs or less
F
Walk
F
11-20 lbs
F
Sit
F
21-50 lbs
O
Manually Manipulate
F
51-100 lbs
N
Reach Outward
O
Over 100 lbs
N
Reach Above Shoulder
O
Climb
Crawl
O
O
Push/Pull
12 lbs or less
F
Squat or Kneel
O
13-25 lbs
O
Bend
O
26-40 lbs
O
Grasp
F
41-100 lbs
O
Speak
C
Other Physical Requirements
Vision (Near, Distance, Color, Peripheral, Depth)
Sense of Sound - Alarms
Sense of Touch
Ability to wear Personal Protective Equipment (PPE) - All other as required
Sense of Balance
Safety glasses
(EH) safety footwear
Hearing protection and other PPE as required
WORK ENVIRONMENT
Climate controlled office and manufacturing environment. Occasionally may need to travel for job requirements.
Keyword: Service, Customer Service, Coordinator, Proposals
From: Busch LLC
