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Customer Service Coordinator πŸ”₯


About Frontmatec:

Frontmatec develops world-leading customized solutions for automation in the food industry, other hygiene sensitive industries and the utility industry. We are especially renowned for our high-quality systems for the entire value chain of the meat industry – from carcass grading, slaughter lines, cutting and deboning lines, hygiene systems and control systems to logistics and packaging.

About the Job:

Frontmatec is looking to hire a Customer Service Coordinator (Mechanical Troubleshooting). Must have knowledge of mechanical, electrical, PLCs, hydraulics, pneumatics functions, and processes.

Job Description:

Supervise the first customer contact for service and support related to all Frontmatec equipment – initiate, prioritize, and dispatch work orders to the best-suited department/personnel to resolve the customer’s request in the fastest time possible. Build, improve, and maintain the systems for first contact – phone, connected services, SOS/24-7, etc.

Frontmatec Benefits:

  • Medical, Dental, Vision, STD/LTD Company contribution towards your benefits of $1,150.00 per month for full-time employees and Flex Spending Account (FSA)
  • 401(k) Options
  • Vacation Time Off, Sick Time Off, Personal Time Off, 8 Paid Company Holidays and Yearly increases

Key Responsibilities (Ideal Candidate must have a background in Technical Services):

  • As the first customer contact, initiate the work order record, gather the required information, and feedback appropriately to the customer and After Sales organization about the steps taken toward resolution.
  • Coordinate and perform first-level troubleshooting, prioritizing, and planning for all Frontmatec equipment – supporting the regional After Sales organization whether it is technical service, spare parts, training, contracts, rebuilds, or warranty/QA cases.
  • Advise the Service Manager of the status of open and to newly closed work orders/cases.
  • Manage the escalation process and provide appropriate feedback to the customers and Frontmatec management.
  • Lead the design, improvement, and maintenance of systems/process for first contact – phone, connected services, SOS/24-7, new technologies, etc. for North America.
  • Lead, plan, optimize, manage the registration logs, and participate in After Sales 24/7 hotline and provide appropriate escalation/feedback to management.
  • Input in creating and maintaining technical bulletins, service documentation, etc. – elaborate existing documentation (service – maintenance – user and spare parts manuals) before product release/installation in collaboration with engineering and documentation department.
  • Participate in the development of the company’s training program(s) by providing insight from analysis of the work order/case logs as to needs and timing.
  • Lead, plan, and participate in KC rebuild programs by, initiate the work order record, gather the required information, providing feedback appropriately to the customer and After Sales organization about the steps taken toward resolution, scheduling resources, and following to close.
  • Secure execution and administration of Service deliveries/tasks through follow up on the progress of objectives and ensuring completion.
  • Performance objectives will be based on improving the following AfterSales KPIs – Customer Response Time, Time to Resolution, First Time Fix, Tech Utilization and Efficiency.

Required Knowledge:

  • 10+ years of technical/troubleshooting experience – preferably from an OEM Service organization.
  • 3+ years of management experience, leading remote teams along with 3+ years of supervisory experience.
  • Strong knowledge of PLC, servo, networks, along with mechanical, pneumatic, hydraulic, and electrical systems hardware.
  • Understanding of PLC and servo programming, preferably in Siemens and Allen Bradley, helpful.
  • Requires knowledge about MS Office on a user level. Knowledge about MS Dynamics CRM and Axapta are an advantage.
  • Strong written and verbal communication skills.
  • Fluent English is required (Language skills in other languages are an advantage).
  • High level of professionalism and integrity.
  • Ability to function independently.
  • Customer focus and results-driven.
  • Customer response time and quality in case solving.
  • Customer satisfaction.
  • Communication.

Education and Experience:

  • Technical Degree or BS in Engineering preferred.
  • Strong electrical, technical and troubleshooting background-supervisory experience.
  • 10+ years in technical, PLC, network service, OEM preferred.

Work Condition/Workplace:

  • KC office, warehouse, training center.
  • less than 20% travel to customers.

Frontmatec is an equal opportunity employer.

Indeed Hire and Frontmatec are working together to find the best candidate for this job.

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Job Type: Full-time

Salary: $60,000.00 to $80,000.00 /year

Experience:

  • management: 3 years (Required)
  • manufacturing: 1 year (Preferred)
  • troubleshooting: 3 years (Required)
  • electro mechanical technical: 1 year (Required)
  • electrical components: 1 year (Required)

Education:

  • Bachelor's (Required)

Job distance:

  • Kansas City, MO: Between 31 and 40 miles (Preferred)

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

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