Job Details
**Customer Service Coordinator**
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Position Type: Contract
Title: Customer Service Coordinator
Location: Wisconsin
Pay Range: Open Negotiable
**Job Summary****:**
The Customer Service Coordinator will act a liaison representing the company and its client while problem-solving installations and answering questions and getting answers for customers and service technicians.
**Essential Duties and Responsibilities:**
* Provide customer support requiring assistance with their installed and accepted solutions.
* Manage Technical Service phone line and email inbox; along with Field Service Technicians who also monitor the service phone line and email inbox.
* Troubleshoot field issues directly with customer.
* Coordinate parts delivery required to repair a machine
* Schedule Service Technician resource visits to the customer site to resolve issues.
* Track and monitor break/fix and upgrade project execution assuring customer requirements are met.
* Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentations and weekly meetings as requested by customers.
* Create the statement of work for the break/fix or upgrade project.
* Monitor project progress, adjusting as needed to keep on schedule.
* Act as resource for the Service Technician(s) at the customer sites.
* Develop service and support process improvements.
* Improve customer relationships by providing timely and accurate responses to their inquiries.
* Coordinate meetings and communications with customers as needed.
* Communicate status, schedule, and key issues to customers
* Negotiate activities with customer when required.
* Maintain and update a database of project related documents.
* Adjust the billing rates and estimations according to companys policy.
* Provide customer service whether remotely or on-site making it easy for customers and making them feel important.
* Maintain technical product knowledge, staying abreast of upgrades and technology.
* Travel less than 10%.
* Perform as backup for the Customer Service Project Manager role.
* Perform other job-related duties as required.
**Essential Knowledge, Skills and Abilities/Key Characteristics****:**
* Demonstrated customer service skills.
* Demonstrated mechanical and electrical aptitude.
* Strong sense of teamwork.
* Strong sense of accountability and ownership.
* Project management skills.
* Strong technical and troubleshooting skills.
* Project management education or experience.
* Ability to work successfully in a fast-paced environment.
* Proven leadership skills.
**Required Experience, Education and Training****:**
* Associates or Bachelors degree in high level technological studies, including but not limited to Electro-Mechanical, Mechanical Engineering Technology, or Mechanical Design.
* 2 years of experience in a technical customer service role.
* Competent in MS Office (Word, Excel).
* A combination of education and experience will be considered.