What are the responsibilities and job description for the Field Service Coordinator position at MSA - The Safety Company?
Overview
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.
Responsibilities
We are looking for a Service Coordinator, who will be responsible for handling service, training and site related phone calls, emails and other communication from external and internal customers. This position is truly the face of MSA to the customer. He/she will answer customer inquiries and/or direct the person to the correct individual or business entity to ensure the customer concerns are addressed in a timely manner. This person will be the customers advocate and help to manage customer expectations and escalates a request or issue to service leadership as needed.
In addition to providing service quotations, customer interfacing and service order processing functions for Houston, this position also provides support to training, logistics and will call customers. This position staffs the front desk, handling incoming phone calls and administering security badges for all visitors.
Description of duties and responsibilities:
Special knowledge, skills and abilities:
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.
Responsibilities
We are looking for a Service Coordinator, who will be responsible for handling service, training and site related phone calls, emails and other communication from external and internal customers. This position is truly the face of MSA to the customer. He/she will answer customer inquiries and/or direct the person to the correct individual or business entity to ensure the customer concerns are addressed in a timely manner. This person will be the customers advocate and help to manage customer expectations and escalates a request or issue to service leadership as needed.
In addition to providing service quotations, customer interfacing and service order processing functions for Houston, this position also provides support to training, logistics and will call customers. This position staffs the front desk, handling incoming phone calls and administering security badges for all visitors.
Description of duties and responsibilities:
- Handle part orders and inventory transactions for service personnel, including expediting with Supply Chain Specialists. Serves as a liaison between the customer and service personnel.
- Perform purchase requisition entry and work with buyers to create POs for non-standard parts or services.
- Perform Salesforce entries for new account requests and work with order index to update customer accounts.
- Completes record retention and filing for service orders.
- Serves as a customer advocate to provide various service options to ensure customer expectations are met.
- Performs all steps to process service orders on SAP system for field service which includes quotations, order entry, internal order assignment, delivery, picking, posting and invoicing. This also includes SAP order types OR, SV1, SV2, ZS, ZC and CR/DR.
- Review customer contracts and gather required data from other departments.
- Supports cycle counts and interfaces with order index for new accounts and credit card processing. Interfaces with credit & collections with respect to orders processed.
- May provide support to training dept needs or other field service centers.
Special knowledge, skills and abilities:
- Ability to manage multiple priorities, emergencies and customer issues.
- Ability to multi-task in a fast-paced environment.
- Excellent customer service and communications skills.
- Experience with windows-based PC software such as Word, Excel, Access and Power Point.
- Prior experience in a customer service capacity or service office capacity dealing directly with customers and technical staff. Ability to communicate on both technical and non-technical levels.
- Prior experience with SAP or order processing using similar business software.
- This position is available at three different career levels based upon experience, education, etc:
- Level one: 1 year of experience in a customer service capacity or service office capacity dealing directly with customers and technical staff. Proven experience delivering excellent customer service.
- Level two: 2 years of experience in a customer service capacity or service office capacity dealing directly with customers and technical staff. Proven experience delivering excellent customer service.
- Level three: 3 years of experience in a customer service capacity or service office capacity dealing directly with customers and technical staff. Proven experience delivering excellent customer service.
- Associate's degree in business, accounting or related discipline.
- MSA Product knowledge, customer service, SAP data entry.
