Customer Service Equipment Project Coordinator

Operations/Manufacturing Sumaré, Sao Paulo



Job Success Profile

Customer Service Equipment Project Coordinator

Location: Regional position that reports into a regional sales or sales support leader  
Travel:  60 - 80% travel based on the geographic requirements
Seniority level: Associate
Employment type: Full-time

1.    Mission Statement/Purpose

This key position will be responsible for fostering continuous improvement, this associate will lead the Team that provides Field Equipment technical expertise and support to Buckman Sales to enable high Customer Satisfaction with safe, reliable, timely, efficient solutions for feeding our products into Customer applications.

2.    Outcomes/Work Results

  • Onsite installation of digital and non-digital equipment including commissioning, troubleshooting and maintenance service.
  • Coordination with internal resources, third parties/vendors to execute project activities.
  • Equipment Installation Project management including managing their install projects based on forecasts to ensure proper plans are in place. 
  • Works with local procurement to manage procure to pay cycle
  • Ensures compliance with local regulations on all equipment transactions
  • Managing Buckman testing facilities (skid construction, refurbishment) according to a standard process to ensure that that the refurbishment process happens. 
  • Provide input to the digital marketing project team to improve the design and development of support tools, standard processes (Continuous Improvement). 

3.    Main Success Metrics

  • Standardization - % of equipment $’s coming from standardized equipment
  • Digitization - % of field equipment are connected (data insights)
  • OnSite PRO Service Delivery - % Service issues tracked and delivered via Onsite Pro
  • Innovation - % of equipment spend that came through phase/gate process
  • Total overall cost - % downtime reduction
  • % of CSE cost (depreciation and expense) as a % of sales
  • % of CSE management cost (e.g., travel, people cost) as a % of sales
  • Asset utilization rate (assets which are currently in re-use)
  • % of sales from a new digital product (e.g., Aquaman, Village People)

4.    Competencies:

Job Competencies – Results Leadership:

  • Focus on Results - Consistently achieving results, even under tough circumstances.
  • Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
  • Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
  • Ensures Accountability - Holding self and others accountable to meet commitments.

Job Competencies – People Leadership:

  • Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Job Competencies – Thought Leadership:

  • Managing Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Possibility Thinking - Creating new and better ways for the organization to be successful.
  • Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Job Competencies – Self Leadership:

  • Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

5.    Requirements - Minimum requirements to apply

Must have had successful experiences:

  • B.Sc em Chem. Eng/Electric Eng./Mechanical Eng. ou Automation Eng.
  • 3-5 years of in field experience with installations, commissioning, provisioning and repair of digital and non-digital equipment
  • Hands-on experience on digital applications, troubleshooting, testing and servicing smart products includes gateways, sensors, transmitter, field instruments, control panels, valves & fittings and other IoT devices.
  • Excellent analytical and problem-solving skills
  • Experienced working with Technical Documentation, User manual, support scripts
  • Understanding and ensuring compliance with relevant to Engineering Standards, Safety Standards and regulatory standards


Desirable Experiences:

  • Digital product support (IoT, hardware/software (i.e. sensor/metering technology, Microsoft tools), and control systems in general.
  • Experience with industrial control systems (PLC, DCS) and automation
  • Wired and wireless networking protocols (TCP/IP, Serial, LoRaWAN, Modbus)
  • Experience in the industrial water, leather and pulp & paper industry.
  • Experience in onsite and remote diagnosing and troubleshooting


Must have these Competencies:

Job Competencies – Results Leadership:

  • Focus on Results
  • Plans and Aligns

Job Competencies – People Leadership:

  • Collaborates

Job Competencies – Thought Leadership:

  • Managing Complexity
  • Possibility Thinking

Job Competencies – Self Leadership:

  • Nimble Learning