Senior Customer Care Service Coordinator 2nd Shift

Senior Customer Care Service Coordinator 2nd Shift (11am - 8pm)

• Full-time
• Grade: 08
• Employee Group:
  Permanent
• Global Region:
  North America

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

The Senior Customer Care Service Coordinator will be a customer advocate and provide a world class level of customer support to internal and external customers of Smiths Detection. This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service.

The Service Coordinator will also be responsible for various functions as it relates to creating service requests, service orders, parts orders, RMA’s, processing of field service reports, reconciling inventory and processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary. The Service Coordinator dispatches, coordinates, monitors and improves field service activities for domestic and international customers.

Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair around the globe. Ensures field services are effective, and customers’ requirements are consistently met. This individual will also service as a mentor, trainer and informal team leader for other customer care service coordinators within the call center. The Senior Customer Care Service Coordinator is a subject matter expert in all current call center processes and procedures.

This is an 11am - 7pm work schedule Monday through Friday.

Essential functions
:

Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge-based resolution or directing the caller to the appropriate technical or administrative team.

Must be able to handle stressful situations and possesses excellent customer relations skills. This position requires having the ability to positively relate and communicate with our customers, vendors, co-workers, service technicians, sales personnel and managers. Service Coordinator must present professionalism both in appearance, verbal/written communication and demeanor. Has excellent written and oral communication skills and works well in a team-oriented environment.

Shift work and overtime outside the normal workday is required.

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Accurately opens and documents service events within the SMS
• Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
• Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.
• Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.
• Coordinate all…