Deployment Coordinator

Carl Zeiss Industrial Quality Solutions, LLC; 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 manage field service technician deployments across the US and Canada. You will gather installation, calibration, and repair requirements, then schedule technicians based on skill and availability to meet customer needs.

The role emphasizes strong communication with Sales, Operations, and Customer Care, plus thorough documentation of customer interactions and quotes. Hybrid work with partial in-office days.

Qualifications

• Minimum 2 years in service dispatch and support in a technical or troubleshooting environment preferred
• 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 via telephone and email
• Ability to multitask and handle multi-level situations while delivering a customer-centric experience
• Flexibility to change and a positive attitude

Responsibilities

• 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 Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers and Technical support to ensure efficient scheduling of all Field Service Technicians based on skill set and availability
• Review and process job requests including purchase orders, pricing verification, quote generation and document special instructions according to service procedures
• Work collaboratively with Technical Support to build Relocations and Repair quotes
• Maintain all open customer job files until completion and ensure that all correspondence is attached
• Coordinate with Tools Department to ship and track specialty tools for each job
• Keep Regional Service Manager informed of developments, escalations and information for management of technicians and customer relationships
• Document all direct interactions with customer for database reference
• Participate in training and cross training of other team members and develop work instructions

Skills

Service Dispatch

Customer Service

MS Office

CRM

SAP

Communication

Multitasking

Education

Associate Degree

3 years Customer Service

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.

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.

Responsibilities

• 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.

Qualifications

• 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.

Salary and Benefits

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!

Legal and Compliance

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).

Diversity

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Culture and Values

Step out of your comfort zone, excel and redefine the limits of what is possible. That's just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together. Join us today. Inspire people tomorrow.