Deployment Coordinator

Overview

About Us: ZEISS has been in business for over 177 years. As pioneers of science, ZEISS handles fast-changing environments with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are key to a sustainable future and solutions for global change. We have a diverse range of portfolios in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

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

Role

The Deployment Coordinator is the principal liaison responsible for the overall positive customer experience, and for deploying Field Service Technicians within the US and Canada service geography for all Zeiss machine installations, calibrations, repairs and relocation requests. 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 to gather installation, calibration and repair requirements to effectively schedule technicians based on skill set and availability to meet customer requirements.

• 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 based on technician 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 ship and track 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 the company database reference, etc.
• Participate in training and cross-training of team members on processes and procedures and development of work instructions.

• 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 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 telephone and e-mail.
• Ability to multi-task and handle multi-level situations while delivering a customer-centric experience.

Key capabilities: little to no supervision; great attention to detail; time-sensitive restrictions; high sense of urgency; ability to work as a team and independently; ability to work with both internal and external customers.

• Proficient and effective verbal and written communication skills.
• Flexibility to change and a positive attitude.
• Excellent written and verbal communication skills; excellent organizational skills.
• Strong interpersonal skills, flexibility and the ability to work in a team-oriented environment and independently to complete assigned goals.

The annual pay range for this position is $40,000 - $50,000. The pay offered may be influenced by location, scope of role, qualifications, education, experience, and complexity/specialization of talent. This position is eligible for a performance bonus or sales commissions. ZEISS offers robust benefits, including medical plans, retirement savings plan and paid time off.

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:
Clara Cresswell

Zeiss provides Equal Employment Opportunity without unlawful regard to an applicant’s race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy, genetic predisposition, carrier status, gender expression or identity, including…