Coordinator, Field Service

Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries, including food service, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex’s manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs.

This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 35+ equipment service technicians primarily in North America. Customers typically operate their equipment two to three shifts a day and are packaging a perishable product, which makes some of our service technicians at times "on‑call 24 hours a day & seven days per week". This position is responsible for supporting these requirements as needed.

• North American / Domestic Market:
  The market is very competitive, and customer satisfaction must be first on everyone’s mind if we expect to maintain our lead position in this market. We must be able to always respond timely to the customers’ needs and requirements. It will be a challenge to provide all the necessary training for our service technicians to ensure they remain knowledgeable and provide the best service possible.
  
  It is an ongoing challenge to find and hire the people we need for the field service team, to be able to meet the ever‑growing demand of our services & training.
• International Market:
  Ensure that the needs of our external global machinery customers are handled to maximize customer satisfaction. Responsible for receiving and timely responding to customers, distributors and other internal sales team requests for service. Responsible for dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Technical Service Team Leaders.
• Emergencies & Service Resources Management:
  Ensure a high level of service availability to our customers and provide after‑hours emergency response, when needed.
• Service Work Orders Management:
  Process all SWO’s including billings, installation, sales and warranty invoices to ensure timely reconciliation for monthly reporting.

• Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians primarily in North America, in collaboration with Regional Technical Service Team Leaders, to maximize efficient utilization of the available resources.
• Directs technicians to ensure they schedule visits to maintain on‑time completions by agreements or commitments with assigned customers.
• Central liaison for coordinating and disseminating information to the regional team leaders and equipment sales team.
• Excellent communications with external and internal customers.
• Processing all SWOs on time, including collecting POs from customers, to meet monthly sales targets.
• Efficiency of this role has a direct impact on up to $10 MM in annual service revenue.
• Backup role for Administrator Field Service.

• High School Graduate
• 5‑7 years’ customer telephone support with scheduler/dispatcher experience.
• Microsoft Office (Word, Excel & PowerPoint) experience.
• Fluent in both written and spoken English.
• Must have demonstrated ability to handle customer complaints and conflicting schedule situations & take the necessary corrective actions and/or make decisions in a manner that assures customer satisfaction.
• Must be able to develop excellent working relationships and understanding of the service technicians and Regional Technical Service Team Leaders (managing frustrations, conflicts, stress, etc.).
• Must demonstrate excellent people skills, along with strong verbal and written communication skills.
• Must possess good organizational and leadership skills.
• Must be a team player and able to interface with all levels of internal and external customers worldwide.

• Bachelor’s degree in business or related field
• Microsoft Dynamics 365 Software experience.

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