Field Engineering Coordinator

Universal Instrument; Town of Conklin (NY); On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Bonus opportunities

401(k) matching

Health savings plan

Relocation assistance

Tuition reimbursement

Career development

Paid time off

Job summary

Universal Instruments in Town of Conklin, NY seeks a Service Coordinator to manage customer service requests, create and close work orders in Salesforce, and coordinate field engineers and shipments. You will work with multiple teams including Field Services, Supply Chain, WPSD, and Finance to ensure timely service delivery.

The role requires 3+ years in customer service, experience with MS Office/Excel, and CRM/SAP familiarity. Competitive benefits and paid time off are offered.

Qualifications

• High School Diploma with 3+ years of relevant experience.
• Working knowledge of MS Office and Excel.
• Salesforce or similar CRM experience is preferred.
• ERP experience such as SAP.
• Experience with Lotus Notes is preferred.
• Ability to write reports and timely business correspondence.
• Proven skills in customer relations with prior service experience.

Responsibilities

• Creates and closes appropriate service work order entry in Salesforce.
• Invoices and tracks customer account history for invoicing accuracy purposes; Reconciles invoicing disputes by working with the Regional Manager and Corporate Finance department.
• Assists with quotes, and maintenance of service contracts including block labor and extended warranties.
• Plans, dispatches, and monitors field engineering and shipments for installation and calibration of service kits.
• Follow up with customers as necessary to confirm FE arrival time, define scope of job, and keep them informed of delays or unexpected changes.
• Collaborates with Universal’s Customer Order Center to determine ship dates of equipment for installation scheduling.
• Performs machine and contract uploads to SAP ERP.
• Continually maintain, update, and distribute company global open install reports.

Skills

MS Office/Excel

CRM experience

ERP (SAP)

Lotus Notes

Education

High School Diploma

Tools

SAP

Lotus Notes

Job description

Summary:

Develops and maintains direct positive customer relationships based on the responsive and efficient management of incoming customer service requests. This role will collaborate primarily with cross-functionally with our Field Services team, Supply Chain team, Worldwide Parts & Services Distribution (WPSD) team and Finance group to ensure continual service delivery.

Principal Accountabilities:

• Creates and closes appropriate service work order entry in Salesforce.

• Invoices and tracks customer account history for invoicing accuracy purposes; Reconciles invoicing disputes by working with the Regional Manager and Corporate Finance department.

• Assists with quotes, and maintenance of service contracts including block labor and extended warranties.

• Plans, dispatches, and monitors field engineering and shipments for installation and calibration of service kits.

• Follow up with customers as necessary to confirm FE arrival time, define scope of job, and keep them informed of delays or unexpected changes.

• Collaborates with Universal’s Customer Order Center to determine ship dates of equipment for installation scheduling.

• Performs machine and contract uploads to SAP ERP.

• Continually maintain, update, and distribute company global open install reports.

Minimum Requirements:

• High School Diploma with 3+ years of relevant experience.

• Working knowledge of MS Office and Excel.

• Salesforce or similar CRM experience is preferred.

• ERP experience such as SAP.

• Experience with Lotus Notes is preferred.

• Ability to write reports and timely business correspondence.

• Proven skills in customer relations with prior service experience.

Responsibility for Quality Procedures or Direct Product Quality:

• Adheres to Universal Quality System policies and procedures and uses Total Cycle Time principles and standard problem-solving tools to continuously improve work processes.

Physical Demands:

• Regularly works near moving mechanical parts and is regularly exposed to vibration.

• Ability to use a computer on a frequent basis.

• Ability to understand and interpret detailed documents and drawings.

• Ability to communicate clearly with colleagues and in giving presentations.

Universal Instruments is an EOE/M/F/Vet/Disabled employer.

Target Hourly Pay Rate: $25.00/hr - $29.00/hr + Robust Benefits

~ What “U” Can Do For You ~

Rewards Package

• Competitive Compensation, Bonus Strategies, 401k Retirement Contribution Matching, Health Savings Options with Monthly Company Contributions and Investment Capability, Flexible Spending Options, Objective Merits, and Relocation Assistance.

Career Development

• Relevant Tuition, Upskilling, and Certification Reimbursement, Mentorship, Educational Institution Relations, Career Pathing.

Work/Life Balance

• Competitive Paid Time Off, Paid Holidays, and Wellness Hours.

Health & Wellbeing

• Comprehensive Medical, Dental, Vision, Life, Disability, Employee Assistance Plan (“EAP”) and Other Supplemental Coverage Options.

Company Culture

• Professional and Respectful Work Environment Driven by Our “6-C’s” Core Values: Customer-Centric, Collaboration, Creativity, Character, Courage, and Community.