OEM Coordinator

Dimplex Thermal Solutions, Inc.; Kalamazoo (MI); On-site; USD 38,000 - 48,000; Full time

Job summary

Dimplex Thermal Solutions, Inc. is seeking a customer service professional in Kalamazoo, MI. You will support internal and external customers, understand their needs, and coordinate technicians and parts to resolve issues efficiently.

The role emphasizes strong communication, problem solving, and organizational skills, with a customer-first mindset. A high school diploma is required, and some business-related education is preferred. This is a full-time on-site position.

Qualifications

• Ability to thrive in high-productivity environments.
• Superior phone skills and customer service aptitude.
• Understand customer objectives and develop suitable solutions.
• Strong attention to detail and organizational skills.
• Ability to handle customer urgencies and work under pressure.
• Effective written and verbal communication; clarity and action-oriented.
• Self-starter with minimal supervision; team player and flexible.

Responsibilities

• Understand how this role affects quality, cost, and delivery within Dimplex Thermal Solutions.
• Interpret customer requirements and develop best possible solutions.
• Ensure OEM contractual requirements are met for services.
• Deliver excellent customer service to internal and external customers.
• Respond to escalations and resolve issues promptly.
• Coordinate scheduling of technicians and/or parts shipments; engage internal and external techs.
• Process paperwork (POs, Sales Orders); update all relevant databases.
• Provide reports and documents to customers; keep stakeholders informed.
• Track backorders, production builds and drop shipments.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Attention to detail

Team player

Self-starter

Education

High school diploma

Post secondary in Business/Marketing/Communication

Tools

Microsoft Office

Job description

Dimplex Thermal Solutions (DTS) was initially formed by the combination of two premier chiller manufacturers in the industry - Koolant Koolers & Schreiber Engineering. DTS is based in Kalamazoo, Mich., the North American manufacturing arm of the Glen Dimplex Precision Cooling Division. DTS provides thermal management solutions with air, water, and glycol-cooled chillers for a dynamic range of applications. DTS offers four major brands in the precision cooling market: Koolant Koolers, Riedel Kooling, Hyfra, and Werner Finley.

Our work thrives on teamwork. As a manufacturer of cooling systems, and part of the Global Precision Cooling group of Glen Dimplex, we rely on many skilled hands to complete the manufacturing puzzle. The DTS team is made up of some of the industry's top talent, dedicated to excelling in a fast-paced environment. Beyond their daily tasks, these employees often collaborate with one another, engage in charity events, and participate in company-sponsored outings.

Required Skills and Abilities:

• Ability to thrive in a high-productivity environments.
• Superior phone skills and a natural aptitude for customer service.
• Ability to understand customer objectives and develop solutions that meet or exceed their expectations.
• Strong attention to detail
• Understand customer urgencies
• Works well under pressure
• Natural tendency to anticipate problems and work to solve the situation resulting with customer satisfaction.
• Excellent written and verbal communication skills; emphasis and strength in clarity, summarization and action are critical.
• Must demonstrate strong organizational skills.
• Strong computer skills and knowledge.
• Confident decision-making approach and sound business and financial knowledge.
• Must be a self-starter with the ability to work with little to no supervision.
• Team player with a positive attitude and flexibility.
• Professional demeanor and personal accountability.
• 1-2 years of customer service experience.
• High school diploma, or equivalent, required. Some post high school education in Business, Marketing, Communication or related field preferred.

Responsibilities:

• Become aware of how this job affects quality, cost, and delivery objectives within Dimplex Thermal Solutions.
• Understand customer (internal and external) requirements and how this job can contribute to meeting the requirements Interpret customer requirements/needs and develop the best possible solution to meet those objectives.
• Understand the contractual requirements for each OEM and ensuring services meet those obligations.
• Delivery of awesome customer service to internal and external customers
• Ability to react to customer escalations and immediately tackle the issue and solve the problem
• Willing and able to anticipate and exceed the expectations of coworkers and customers
• Understand customer objectives and develop the best possible solution to meet those objectives
• Schedule technicians &/or Ship necessary components
• Utilize both internal and external techs
• Process necessary paperwork (PO’s, Sales Orders etc)
• Communicate with all parties involved throughout entire process
• Update databases with all pertinent information as received
• Follow-up on all service calls
• Communicate with all parties involved, including customers, OEM’s and Market Managers
• Update databases with all pertinent information as received
• Provide reports and documents to customers
• Track backorders, production builds and drop shipments