Technical Service Coordinator

Job Description

The Technical Service Coordinator in the NAM Service Delivery team is focused on coordinating DrivePro Service Products by utilizing our DrivePro Partner network. With a strong technical background, they help to facilitate technical support, parts and knowledge to enable premium onsite services across NAM. As a primary point of contact, they network with our local and global team members to provide others the information they need to execute successful field service.

Job Responsibilities

• Coordinate services on behalf of end users, locally and globally by coordinating partners to execute work, insuring they have the necessary information, parts and competence to complete the work
• Partner with local and global technical support, order handling, repair and other Danfoss team members to ensure requests are executed with quality and efficiency, operating as the primary point of contact for these partners.
• Create dispatches and verify completion for customer satisfaction and accuracy
• Provide support to key service partners via My Drive Assistant, live chat, phone and email in a fast-paced, high performing environment, owning and effectively following VFD-related issues through to resolution
• Take ownership of product quality issues (known as product notes) and enable onsite service or return to factory of equipment requiring warranty work.
• Develop strong relationships with key service partners to understand their capabilities and be able to quickly dispatch local service partners as required
• Support the 24/7 after-hours emergency phone line, as part of a weekly, predefined, rotational schedule.
• Develop and maintain an expert level of competence of product, application, and industry knowledge needed to support duties.
• Develop work instructions and resources to help partners grow in their ability to support our customer inquiries.
• Monitor and analyze demand to understand forecasted needs and to make sure we have correct competences in our network
• Promote DrivePro Services, and work with our partners to find opportunities for Danfoss to quote in the future
• Travel to customer and partner sites is expected to be up to 25% of the time and primarily domestic.

Background & Skills

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

The ideal candidate possesses these skills:

Required (basic) qualifications

• Bachelor’s degree in electrical engineering or related technical field
• Minimum 5 years of experience in the Drives, Power Electronics or Automation industry.
• Ability to read and interpret electrical schematics of varying levels of complexity, including PCB level.
• Ability to effectively use standard electrical test equipment such as multimeters, oscilloscopes, and power analyzers
• Ability to work flexible hours throughout the week.

Preferred qualifications

• Service and/or Application experience on variable frequency drives is highly desirable
• Service and commissioning experience using Danfoss products and tools is an asset
• PLC and/or BAS implementation experience. Programing experience is a plus.
• Fieldbus implementation experience (Bacnet, Modbus, EthernetIP, etc).
• SAP and Salesforce experience.
• Customer Service experience.
• Native, or Advanced (proficient) English (ability to understand and communicate technical terminology). Ability to communicate in French or Spanish as a second language is an asset.

Compensation Data

HIRING SALARY RANGE: $85,000 ; base salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Flexible working hours
• Possibility to work remotely
• Pension plan
• Personal insurance
• Communication package
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.

Applicants must be legally authorized to work in the U.S. without company sponsorship.