MULTIVAC USA Careers

Description

Summary: This position is the central resource for scheduling of preventive maintenance service visits at all customer locations.  This position will coordinate field service resources with the scheduler in each region to execute the preventative maintenance agreement for each customer according to the agreed upon terms of each maintenance contract.

Time Utilization: Normal business hours are 8:00 a.m. to 5:00 p.m.  Schedule needs to be flexible to accommodate internal and external customer’s schedules. This position may travel up to 5% of the time. 

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Maintain an organized account of the Preventive Maintenance Agreement (PMA) activity in each region providing timely updates to the PMA team and Regional Manager of any scheduling difficulties or PMA contract execution.  Works in close cooperation with and consistently informs regional service manager and scheduler of relevant information.  Schedule PMA visits balancing internal costs with customer expectations and the agreed upon terms of the individual maintenance contract.
2. Manage communication with all PMA customers with regard to scheduling and confirmation of PMA visits.  Manage PMA service orders in the SAP order pool and regional planning board providing scheduling visibility to all Service Managers, Service Supervisors, and schedulers. 
3. Work in close cooperation with PMA Service Operations team to ensure all parts shipments for PMA execution have been received by the customer.
4. Update technician Calendars with PMA visits and provide service confirmations to customers.
5. Communicate/coordinate with regional schedulers and service managers when PMA visits would provide a training opportunity for new technicians.
6. Ensure that technicians are not dispatched to customers on credit hold.  Regional manager must approve all exceptions.
7. Update customer database, contacts, and information with regards to machine locations and movements, and maintain CRM contacts. 
8. Provide formal cost estimate to customers for PMA visits outside the scope of work identified in the agreed upon PMA Contract.
9. Provide customer feedback to CSR, Regional Manager and PMA Service Operations group any information to assist in managing and improving customer satisfaction to ensure 100% renewal of all PMA agreements.
    

Qualifications

Education/Experience: Associate's degree in business or related field and two years related experience with high volume customer service call center, scheduling, or dispatch work environments; or equivalent combination of education and experience. Ability to handle changing priorities and multiple projects simultaneously required. 

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Must have strong decision-making ability.

Computer Skills: To perform this job successfully, an individual must be proficient in MS Office, particularly Word, Excel, and Outlook.  Previous experience with ERP systems preferred.

Certificates and Licenses: Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Work Environment: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.

The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the associate is regularly required to sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The associate is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.