- Organize the activities of Field Service Technicians to ensure goals and service levels are met.
- Complies with and ensures compliance to established dispatch process, procedures, and policies.
- Analyze and plan work schedules to minimize distances traveled by the field work force.
- Make changes to the planned work schedule in accordance with customer demands, priority levels, and capacity changes.
- Work with designees on procurement of parts and materials in a manner that ensures required material is delivered to the worksite in accordance with customers' service level agreements.
- Monitor open order status and receipt of documentation from Field Service Technicians to ensure that all calls are ready for invoicing.
- Interface with internal and external customers to provide exceptional customer service.
- Review Service Order Confirmations and correct any errors.
- Research any billing discrepancies and provide corrective action.
- Provide Unplanned Service, Installation and Agreement quotes in conjunction with service sales.
- Enter parts orders associated with existing quotes, warranty orders and QNs, supporting customers and partners through the RMA process.
- Cross Train for other group functions and provide backup support for absences.
- Frontline duties including assistance answering scheduling email box and phone support.
- Proactive iBase maintenance.
- Set up pre-installation meetings with customers, technicians and sales team.
- SAP Power User Role acting as Champion for Eagle Service within the Power User community.
- Participate in Global Service activities for continuous improvement and new functionality initiatives.
- Train teams on processes and directly support onboarding training for new employees.
- Manage SNOW tickets assigned to Eagle Service.
- High School Diploma or equivalent required.
- Associate's degree in a business or technical field, with a minimum of two years of planning and/or scheduling experience in a service, logistics, or manufacturing organization preferred; or a minimum of five years of same experience.
- Experience in a field service or small business environment or similar industry experience a plus.
- Significant experience with ERP and/or CRM systems is a plus, with an emphasis on sales/service logistics.
- Must be computer literate and be proficient M/S Office skills including Excel, Word, Outlook and PowerPoint.
- Ability to make independent, reasoned decisions regarding the use of company resources (Field Service Technicians time and materials) in order to fulfill customer requirements and maximize company profits. Decision making authority includes (but is not restricted to); direction of Field Service Technicians daily activities through efficient scheduling and route planning, when to involve other departments and teams, when to involve service management in the resolution of customer issues.
- Work diligently and professionally in the pursuit of department and company goals.
- Must have a significant orientation toward detail and be very thorough in the execution of these tasks.
- Must be able to work efficiently in a fast paced, high volume environment including the flexibility of change.
- Must be a "self-starter" who will identify problems and initiate corrective actions without specific direction from supervisor.
- Ability to prioritize multiple, conflicting tasks.
- Outstanding ability to adhere to deadlines. Must be well focused on the issue of time consciousness.
- Excellent problem-solving skills.
- Possess conflict management skills and the ability to work in an organizational structure to determine when and who to ask for help as needed.
- Be able to interface with other departments and teams in a professional and cooperative manner
- Be able to display a structured focus yet demonstrate agility and change direction as needed.
- Excellent customer service skills.
- Outstanding verbal and written communication skills.
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Gym discount program if you elect our Aetna medical coverage
- Tuition reimbursement
- And, all the usual such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
- We help feed the world. We impact how food is produced, packaged and made safe.
- We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.
- Mettler Toledo products are critical to the production and consistent quality of every kind of consumer product.
- No matter how far human kind goes to explore new frontiers, Mettler Toledo is there to help make it happen.
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