Deployment Coordinator, Maple Grove, MN

About ZEISS

As the pioneers of science, ZEISS handles the ever changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone. Make a difference, come join the team!

Role overview

As the Deployment Coordinator, you will work with the team that plays a vital role in Carl Zeiss Industrial Quality Solutions, LLC. You will showcase your skills by improving processes as the principal liaison responsible for the overall positive customer experience, in addition to the deployment of Field Service Technicians within the US and Canada service geography for all ZEISS machine installations, calibrations, repairs and relocation requests.

These tasks may involve new or used machines, loaner equipment or show equipment. The Deployment Coordinator works closely with Sales, Operations, Technical Support and Customer Care among others to gather the machine installation, calibrations, and repair requirements to effectively schedule the appropriate field technician based on skill set and availability to meet customer requirements.

Responsibilities

• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• Interface with internal departments including Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers and Technical support to ensure efficient scheduling of all Field Service Technicians based on skill set, availability and customer requirements.
• Review and process job requests, including purchase orders, pricing verification, quote generation, and document special instructions according to service procedures to ensure accurate and timely processing of customer requests.
• Collaborate with Technical Support Team to build Relocations and Repair quotes.
• Maintain all open customer job files until completion and ensure that all appropriate correspondence is attached.
• Coordinate with Tools Department to track and ship specialty tools as needed for each job.
• Keep Regional Service Manager informed of crucial developments, potential escalations, and related information for effective management of field technicians and customer relationships.
• Document all direct interactions with customers for company database reference.

Qualifications

• Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
• Minimum 2-year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
• Proficiency with Microsoft Office products;
  Word, Excel and Power Point and Microsoft Lync.
• Knowledge of Lotus Notes, Innosoft, SAP and CRM or other dispatching software preferred.
• Previous experience with high touch to internal and external customers, service distributors, service contractors, senior leadership and service administration using a telephone as a primary means of communication as well as e-mail.
• Ability to multitask and handle multi-level situations while delivering a customer-centric experience.
• Little to no supervision; great attention to detail; time sensitivity; high sense of urgency.
• Ability to work as a team and independently; work with both internal and external customers.
• Proficient and effective verbal and written communication skills; flexibility to change and a positive attitude.

Compensation and Benefits

The annual pay range for this position is $40,000 - $50,000. The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, and…