Project Installation Coordinator

This position serves as the main point of contact for the customer for all new machine installations.  Plans, directs and coordinates tasks among sales, production, field service, and customers for timely installations.  Works with scheduling to dispatch service technicians to customer locations with all needed technical documentation.  Responsible for all aspects of communication regarding machine installations including details about VPN, utilities, MPSA requirements, machine delivery and answering questions on time estimates.  

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

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

1. Plan and coordinate all machine installation communications and scheduling with sales, field service, and customers, providing and facilitating constant communication among parties and ensure installation schedule is kept current at all times.  Maintain pertinent data in SAP planning software and technician calendars. Work closely with Regional Service Managers, Regional Service Schedulers, and Sales to determine and assign priority levels to customer requests. Work in close collaboration with and consistently inform Regional Service Managers of pertinent information. Estimate time needed according to the work required and coordinate the scheduling of technicians with the cost to MULTIVAC and customer satisfaction in mind.

1. Initiate a relationship and proactively communicate/plan with customer to coordinate all pre-installation administrative items such as timely preparation and distribution of installation packages to customers for upcoming installations.  Discuss with customer VPN requirements, MPSA requirements, utilities, delivery/installation timeline and expectations; and answer customer questions.  Coordinate with Sales Administration to ensure that all relevant information is received from the Sales Division.  Confirm that all proper documentation is sent to technicians.

1. Ensure readiness of the customer to receive equipment (e.g. space is prepared, utilities are set up, etc.) before dispatching technician to job site. Emphasize and evaluate customer’s technical readiness for installation of equipment and require written confirmation.

1. Collaborate with customer, 3rd party equipment suppliers, and all internal MULTIVAC (Germany and U.S.) engineering to review CAD layouts.  Direct changes as required on medium complexity projects.

1. Coordinate with international freight coordinator in regards to machine shipments from factory to ensure installation is scheduled accordingly with the customer

1. Ensure machine completion either from factory in Germany or U.S. to facilitate conveying accurate timeframes to the customer and service organization

1. Provide formal cost estimate to external and internal customers for premium installations

1. Provide field service job confirmation and COVID documentation to customers once the installation service has been confirmed

1. Coordinate with the regional service scheduling team to ensure that resources are allocated as efficiently and effectively as possible 

1. Serve as key contact for machine installations ensuring that installations are effectively commissioned, signed off on, and all relevant documentation is completed

1. Coordinate new account set-ups with Accounting

1. Do 360 follow-ups with customers 2 days and one week after installation to ensure no outstanding issues are present and to monitor customer satisfaction levels 

1. Communicate with Regional Sales Managers regarding special circumstances with customer installations or service. Communicate with customers to manage expectations of special requests.

1. Maintain machine movement information and CRM contacts in applicable databases.  Expedite paperwork to assist technicians and managers as needed.  Ensure installation documentation is returned from technicians and enter warranty dates once documentation has been returned.

1. Maintain KPI measurements for quality of installation paperwork, labor hours recorded verses predicted, and requested repeat visits

1. Close out project with customer and service, including alignment to close and communication to transfer ownership to service
    
2. Provide continuous communication regarding status updates with Rebuild /Remanufacturing unit and customers to ensure proper scheduling for the installation
    
3. As necessary, serve as a liaison between the customer and Parts Department to communicate customer part needs and assist in the coordination of part shipments and technician arrival
    

Education/Experience:
Associate's degree in a technical field and two years related experience; or equivalent combination of education and experience.  Previous experience with estimating service completion time in a high volume customer service call center, scheduling, or dispatch work environment required.  Ability to handle changing priorities and multiple projects simultaneously required.  Must have understanding of utility requirements such as amperage and air and water usage to evaluate customer readiness for equipment installation.