Deployment Coordinator

About Us

How many companies can say they’ve been in business for over 177 years? Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast‑paced world, meeting them with cutting‑edge 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.

The Deployment Coordinator is 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 to gather installation, calibration and repair requirements and effectively schedule the appropriate field technician based on skill set and availability to meet customer requirements.

• Scheduling field service technicians within a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicating and coordinating with customers on the status and schedule of all service activities.
• Interfacing 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.
• Reviewing and processing job requests; including purchase orders, pricing verification, quote generation and documenting special instructions according to service procedures to ensure accurate and timely processing of customer requests.
• Working collaboratively with Technical Support Team to build relocation and repair quotes.
• Maintaining all open customer job files until completion and ensuring that all appropriate correspondence is attached.
• Working closely with the Tools Department to coordinate, ship and track specialty tools as needed for each job.
• Keeping Regional Service Manager informed of crucial developments, potential escalations and related information necessary for effective management of field technicians and customer relationships.
• Documenting all direct interactions with customers for company database reference.
• Participating in the training and cross‑training of other team members on processes, procedures and development of work instructions.

• Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment, or relevant experience.
• Minimum 2 year Associate Degree preferred and/or minimum of 3 years of Customer Service experience, or relevant experience.
• Proficiency with Microsoft Office products;
  Word, Excel and PowerPoint 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 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‑sensitive restrictions.
• 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.
• Excellent written and verbal communication skills required.
• Excellent organizational skills required.
• Strong interpersonal skills,…