Deployment Coordinator

IQS, Inc.; Minneapolis (MN); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Vacation and sick pay

Employee Assistance Programs

Job summary

ZEISS is seeking a Deployment Coordinator in Minnesota to act as the primary liaison for the customer experience and coordinate deployment of Field Service Technicians across the US and Canada for machine installations, calibrations, repairs, and relocations.

You will work with Sales, Operations, Technical Support, and Customer Care to gather installation requirements, schedule technicians by skill and availability, and ensure timely service delivery.

Qualifications

• 2 years in service dispatch and support in a technical or troubleshooting environment preferred
• Associate Degree preferred and/or 3+ years customer service experience preferred
• Proficient with Microsoft Office products (Word, Excel, PowerPoint)
• Knowledge of Innosoft, SAP and CRM or similar dispatching software preferred
• Experience communicating with internal and external customers by phone and email
• Ability to multi-task and manage multi-level situations with a customer-centric approach
• Strong verbal and written communication skills
• Flexibility to adapt to changing requirements and positive attitude

Responsibilities

• Schedule field service technicians in a defined geography for installations, calibrations, repairs, pack & move, loaner equipment and show machines
• Communicate and coordinate status and schedules of service activities with customers
• Coordinate with Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers and Technical Support to match technician skills and availability
• Review and process job requests including PO, pricing verification, quotes and special instructions
• Collaborate with Technical Support to build relocation and repair quotes
• Maintain open customer files and attach relevant correspondence
• Coordinate tools shipments and tracking with Tools Department
• Keep Regional Service Manager informed of developments, escalations and information for effective management
• Document all customer interactions for company records
• Participate in training and cross-training of team members and creation of work instructions

Skills

Customer service

Communication

Multitasking

MS Office

CRM software

Innosoft

SAP

Lync

Education

Associate Degree

Tools

Microsoft Lync

Innosoft

SAP

CRM software

Job description

About Us:

How many companies can say we've been in business for over 180 years?!

Location: This position is a Hybrid role out of our Maple Grove, MN location, Tuesday-Thursday in office and Monday and Friday work from home.

What\'s the role?

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 among other to gather the machine installation, calibrations and repair requirements in order to effectively schedule the appropriate field technician based on skill set and availability in order to meet customer requirements.

Sound Interesting?

Here\'s what you'll do:

• 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 all 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 field technician skill set, availability and customer requirements.
• Review and process job requests; including purchase orders, pricing verification, quote generation as well as document special instructions according to service procedures in order to ensure accurate and timely processing of customer request.
• Work collaboratively 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.
• Work closely with Tools Department in order to effectively coordinate, ship and track specialty tools as needed for each job.
• Keep Regional Service Manager informed of crucial developments, potential escalations and related information necessary for effective management of field technicians and customer relationship.
• Document all direct interactions with customer for company database reference, etc.
• Participates in the training and cross training of other team members on processes and procedures and development of work instructions.

Do you qualify?

• 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 a telephone as a primary means of communication as well as e-mail.
• Ability to multi task and handle multi-level situations while delivering a customer centric experience based on the following criteria;
• Proficient and effective verbal and written communication skills.
• Flexibility to change and a positive attitude.

The annual pay range for this position is $42,000 - $52,000 and is eligible for a performance bonus.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

We have amazing benefits to support you as an employee at ZEISS!

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

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants 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 (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).