Service Coordinator / Field Service Engineer

Jobtoolz; Denver (CO); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Paid time off

Sick pay

Mileage reimbursement

Per diem

Job summary

Optimum Sorting is seeking a hybrid Field Service & Customer Service Coordinator near Denver. You will install, service and maintain sorting equipment, both on-site and remotely, and train customers on operation and upkeep.

You should have 3–5 years in service tech roles, a mechanical or electrical degree, and strong English communication. Travel 60–80 days/year, with some regional and international options, is required.

Qualifications

• 3–5 years of experience as a (service) technician, preferably with machinery.
• Bachelor’s degree (mechanical or electrical) or comparable by experience.
• Located near the Denver office with a reasonable commute and willingness to travel 60–80 days/year.

Responsibilities

• Install, service and maintain equipment at customer facilities on-site and remotely.
• Troubleshoot electrical, mechanical, software and sorter programming issues; provide training to clients.
• Manage and schedule technicians, ensure all info/documents/materials are ready before a job.
• Log calls into the ERP system and escalate complex issues to the appropriate department.

Skills

Field service

Customer service

Electrical troubleshooting

Mechanical work

English fluent

Reading drawings

Education

Bachelor’s degree

Tools

Office 365

Linux

PLC

Siemens S7

Job description

Optimum Sorting specializes in developing optical sorting technology, serving both food and non-food markets worldwide. We aim to optimize sorting efficiency, enabling our customers to maximize productivity and minimize (food) waste.

From the moment our journey began in 2017, we’ve been guided by reinvention and a steadfast dedication to our customers. Our high-end sorting technology is developed and built in-house, enhanced with deep learning algorithms and AI. Our teams operate worldwide, with offices in Belgium, the Netherlands, Thailand and the United States.

At Optimum Sorting, we thrive on innovation and bold thinking! Join a vibrant workplace where your talents are nurtured and challenged every single day.

This function is a hybrid role of field service work combined with in-office customer service coordination.

You’re responsible for installing, servicing and maintaining the equipment at our customer facilities according to the specifications. You will troubleshoot and resolve electrical, mechanical, software and sorter programming issues both on site and remote (via phone or remote access).

After installation you give technical training and education to your client on how to set-up the machine, use it and fix first line failures. You also give advice on how to maintain the machine.

You share your field experiences regarding bottlenecks and how to fix them with your service and engineering colleagues.

You make an efficient 24/7 schedule for the technicians and make sure they have all the info/documents/materials they need before leaving for a job.

As the central contact person, you manage incoming calls and emails regarding technical issues and other requests from customers. You solve them yourself (e.g. finding the right parts), where possible, or reassign the case to one of our service technicians. You make sure all calls are logged into our ERP system and admin is processed correctly.

In case of high priority or more complex issues you’re the central point of contact and you make sure the issue is escalated to the right department. You also maintain the Service Level Agreements and you detect commercial opportunities.

You’re also responsible for the administrative processing of the work performed and you write work instructions if necessary.

You report to the service manager

WHAT WE EXPECT

That you have preferably 3-5 years of experience as (service) technician, in which experience in machinery an asset is. Also customer service experience is an advantage.

That you have a Bachelor’s degree (mechanical or electrical) or comparable by experience.

That you’re located near our Denver office and have a reasonable commute. And you’re willing to travel 60-80 days/year (the first year travel will be a bit higher due to the training period needed for this role). Travel is both regional as international so a valid passport is required.

That have a broad technical knowledge base: electrical troobleshooting (3-phase, 1-phase power, low voltage DC) and mechanical work experience, reading of electrical and mechanical drawings.

That you have knowledge of Office 365. Knowledge of Linux, PLC, Siemens S7 and computer networks is an added value.

That your English is fluent, both in writing as verbal and preferably you know at least one other global language (f.i. Spanish).

That you can work in a flexible schedule in day shift.You’ll also rotate in an on-call scenario with the other colleagues.

That you are communicative. You’re able to manage diverse stakeholders and able to work under pressure in stressful situations.

That you are a problem solver with a hands-on and client-centered mindset.

That you are flexible and adaptable, both in switching between office-based tasks and fieldwork as well as towards working hours and availability for customers.

WHAT WE OFFER

Because of our wide variety of machine and the tailored solutions we offer your job is very versatile and technical challenging

You’ll be working in a high-tech environment where quality is focus and where there is a lot of investment in R&D so your technical knowledge will always be up-to-date

You will be working in a growing SME where we do not like to think in boxes and where there is room for your own initiative to help shape your own growth trajectory.

We offer you a dynamic and varied job with the freedom to give it your own spin

Our organization is characterized by informal contacts, a family atmosphere and an environment where change is central

Competitive market-based wage (range $75k - $90k) with health, dental and vision insurance, 401k, paid time off and sick pay. For your trips there’s mileage reimbursement and per diem reimbursement