Field Service Coordinator
Field Service Coordinator
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1 Vacancy
Job Description
If youre looking for a special place to build or grow your career youve found it. Whether youre an experienced professional a recent college graduate or somewhere in between IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering marketing sales supply chain operations HR finance and more across more than 40 diverse businesses around the globe chances are we have something special for you.
THE COMPANY
Fluid Management Inc is one of the local businesses at IDEX. At Fluid Management Inc. we are the leading global manufacturer of precision dispensing equipment for the architectural paint and coatings industry. We have a manufacturing facility in Wheeling IL.
SUMMARY OF PRIMARY FUNCTION
The Field Service Coordinator (Onsite) is a critical role at Fluid Management that creates a relationship with our Fluid Management Direct Authorized (FMDAs) service providers Key customer accounts Technical support Field service management Account executives Customer solutions Accounting and Production teams. They will provide an exceptional customer service experience for all field service operational activities. They will be responsible for overall Work Order Management from WO open to close including scheduling dispatch work order close out and invoicing. They will demonstrate customer obsession by providing clear complete accurate and prompt interactions both externally and internally within the business.
SPECIFIC RESPONSIBILITIES
Fully understand the impact of a Field Service Coordinator including timely response scheduling dispatch resolution and its correlation to customer satisfaction and Service Level Agreement attainment
Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment meet deadlines and uphold self / team accountability
Establish and Development of relationships with key customers FMDAs and internal teams
Daily interaction and coordination with internal cross functional teams Fluid Management customers and FMDAs (technicians) in the area of Work Order Management to ensure product uptime life cycle of a work order and customer satisfaction
Efficiently manage support calls chat email and/or other communication from customers FMDAs and internal cross functional teams with inquiries regarding Work Order Management activities and escalations.
Customer and FMDA schedule management ensure streamline process and key driver between Customer and Technician through life cycle of the Work Order
Collaborates well with other team members to problem solve through Work Order and /or Customer Escalations including Out of Box failures and RMA activities
Teamwork within the department to support the overall success of Fluid Management and customer satisfaction communication and cross training.
Conducts follow ups audits and customer satisfaction surveys with customers and field technicians when and where necessary (calls/emails)
Updating required systems including but not limited to D365 ServiceMax JDE QuickBase Rise and Microsoft Teams
Engages with Customers on FM Aftermarket Service Programs
Process customer service quotes within proper guidelines
Understanding and supporting FM values
Will ensure individual ownership and accountability be selfdriven and acting in a professional and courteous manner
Works to ensure that proper procedures and policies are in place and followed to support Fluid Management Customers FMDAs and Aftermarket Programs
Identify recommend participates in document process improvement opportunities
Maintains basic knowledge of our products
Performs and assists with dayday Operations and other related duties as assigned or requested with cross functional teams when and where required
QUALIFICATIONS:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.
EDUCATION / EXPERIENCE / SKILL / ABILITIES:
High School diploma
Twoyear degree (Preferred)
3 years experience in Customer Service Call Center or other Customer forward thinking position
Customer centric Customerfacing and passion for service excellence Above and Beyond
Professionalism and accountability
Excellent communication skills including active listening exceptional interpersonal telephone and customer service skills
Display outstanding selfinitiative requiring minimal supervision positive can do attitude
Proficient computer skills with the ability to learn new software. o Microsoft Office Applications (Word & Excel)
Strong knowledge of Oracle / JD Edwards or a comparable ordering system
Ability to learn other software systems quickly ServiceMax D365 and QuickBase
Work in a team environment
Must have solid time management and exemplary organizational skills
PHYSICAL AND OTHER REQUIREMENTS:
Flexible schedules including and support weekend activities if and where needed
Prolonged periods sitting at a desk and able to work in front of a computer for a larger portion of the day.
Must be able to lift up to 15 pounds at times
Are you ready to join a different kind of company where our people our culture and our commitments are centered around providing trusted solutions that improve lives around the world
Total Rewards
The starting compensation for this position is $23.00 per hour. This position may be eligible for performance based bonus plan.Benefits Package
Our comprehensive U.S. benefit offerings include: Health benefits 401(k) retirement savings program with company match PTO and more. More information on our benefits and rewards can be found on our career page: is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race color religion creed genetic information sex sexual orientation gender identity or expression marital status age national origin disability protected veteran status or any other consideration or protected category made unlawful by federal state or local laws.
Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process please let us if you are limited in the ability to access or use this online application process and need an alternative method for applying we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
Required Experience:
IC
Employment Type
Full-Time
