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Convotherm · 4 months ago

Service Coordinator Junior Tech Service (48303)

Mayfield Heights, OH, USA

Full-time

Onsite

New Grad, Entry Level

Cleveland Range is a leading manufacturer and designer of steam cooking equipment, serving the foodservice industry with innovative cooking devices. They are seeking a Junior Tech Service Coordinator who will manage service dispatch, coordinate service calls, and provide basic troubleshooting support, while learning to deliver best-in-class service for the Cleveland product line.

Machinery ManufacturingManufacturingSales

Responsibilities

Answer Technical Support Line: Handle incoming service inquiries via phone, providing prompt and professional assistance

Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status

Dispatch Service Calls (Priority and Close Within 3 Days): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within three days

Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations

Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency

Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking

Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication

Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner

Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible

Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting

Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses

Learn how to provide technical expertise to service techs, service agencies, sales and customers via phone, email, or possibly at a customer's location

Knowledge of Warranty Processes: A background in handling warranty information and policies is essential to making decisions to dispatch a service call

Determine needed repairs using pictures, info from field, control data or discussion with customer

Evaluate how long repairs should take to ensure repairs are completed within guidelines

Crosstrain with the service team to provide additional support to the technical service team service

Provide troubleshooting and operational support for steam, gas and electrical systems, evaluate how long repairs should take to ensure repairs are completed within guidelines

Learn a comprehensive understanding of electronic controls, sequence of operations, and steam components to assist customers in troubleshooting and repairing units

Participates in 'on call' rotation within team

Address customer inquiries and concerns in a timely and professional manner

Manage time effectively to focus on remaining in the phone queue and available during working hours

Consistently operate in a manner that aligns to the Company Core Values