Deployment Coordinator

zeissgroup; Minneapolis (MN); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS in Maple Grove, MN is seeking a Deployment Coordinator to ensure a positive customer experience and to deploy Field Service Technicians for US/Canada machine installations, calibrations, repairs, and relocations. You will align with Sales, Operations, and Technical Support to schedule technicians by skill and availability.

The role requires 2+ years in service dispatch or related customer service, MS Office proficiency, and familiarity with SAP/CRM.

Qualifications

• 2+ years in service dispatch or related customer-service role.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and familiarity with dispatching software.
• Knowledge of Innosoft, SAP and CRM preferred.
• Ability to multi-task and maintain a customer-centric focus.

Responsibilities

• Schedule field service technicians across geographies for installations, calibrations, repairs, loaner equipment and show machines.
• Communicate status and schedule of service activities with customers.
• Coordinate with Operations, Sales, Projects, Customer Care, Billing, and Technical Support to match technician skills and availability.
• Review and process job requests including POs, pricing verification, quotes, and special instructions.
• Collaborate with Technical Support to build relocation and repair quotes.
• Maintain open customer files and attach all relevant correspondence.
• Coordinate with Tools Department to ship and track specialty tools.
• Inform Regional Service Manager of escalations and key updates.
• Document customer interactions in the company database.
• Participate in training and cross-training of team members.

Skills

Dispatch

Customer Service

MS Office

SAP

CRM

Communication

Education

Associate degree

Tools

Innosoft

SAP

CRM

Job description

About Us:

How many companies can say they've been in business for over 180 years?! Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of 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!

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?

• 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.

Your ZEISS Recruiting Team:

Kyle L