What are the responsibilities and job description for the Service Coordinator position at Munters Corporation (MUS)?
Job Title: Service Coordinator
Location: Remote- MA
Company: Munters Corporation
About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where our employees are valued members of the team and are given meaningful projects to work on.
Description of Job Role and Responsibilities:
- Schedule and dispatch Field Service Technicians within assigned region
- Manage service labor backlog ensuring service orders are not aging and current
- Coordinate key service events including technicians, parts and any applicable services direct with end customer
- Act as the liaison between Technicians, customers, and internal functional areas
- Answer phones and emails to address customer issues or route requests such as order updates, organizational info and who to contact to resolve problems, customer complaints/issues, and other administrative issues.
- Update and manage relevant customer information and activities in ASTEA database and ERP system as needed
- Handle difficult customer situations and solve customer service challenges as they arise.
Experience and Skills required:
- Proven experience as a service dispatcher or other relevant role
- Strong multi-tasking skills, able to stay organized while managing conflicting priorities
- Demonstrated ability to handle interaction with mission-critical customers
- Attention to detail, ability to gather customer information (including technical information) and accurately and completely convey that information to others in the organization through ticket creation, email, or live discussion.
- Ability and willingness to have difficult customer conversations, manage conflict, and de-escalate emotional situation.
- Ability and willingness to make cold calls, speak with people at all levels of an organization, deal with technical as well as administrative customers.
- Expert data entry skills. Ability to enter all data necessary completely and efficiently for others in the organization to take a handoff without error.
- Computer literate - expertise in Microsoft Word, Excel, and PowerPoint as well as the ability to learn to use new software.
Key Personal Skills:
- Strong organizational and time management skills
- Bias toward action
- Accurate
- Excellent written and verbal communication skills
- Ability to work overtime as necessary.
- Good Written and verbal communication skills
Key Competencies:
- Stay organized and composed under pressure
- Relationship Management
- Data entry/detail oriented
- Planning and Organization
- Ability to develop a basic level of technical knowledge
Job Qualifications:
- College Degree Preferred, but not required.
- 3 years of relative experience
Benefits:
- Competitive salary
- Comprehensive health, dental, and vision insurance plans.
- Generous vacation and paid time off.
- 401(k) retirement savings plan with employer matching.
- Professional development opportunities, including tuition reimbursement and conference attendance.
- Company-sponsored social events and team-building activities.
- State-of-the-art equipment and tools to support your work.
Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All offers are contingent on a pre-employment drug test and background check, as applicable for the position.
