Service Coordinator

Who We Are

Uson is a business unit of PAC and the premiere global provider of leak testing equipment and solutions for the medical device, automotive, electric vehicle, industrial and packaging industries. Since 1963 Uson has taken the leak testing technology we first developed for NASA and applied it to a wide range of automated industrial assembly applications.

Your Role

This role is responsible for coordinating customer service related to our Service and Repair department. This role communicates directly with the customer and facilitates scheduling of all jobs relating to repairs, calibrations, modifications, field service and warranty. This is a key position to ensure we are providing correct and timely customer service in our Service and Repair department. This role will have strong focus on organization, process improvements, visibility, accountability, and ownership.

Duties and Responsibilities :

• Serve as point of contact for facilitating communication between USON and customers
• Provide clear communication with customers regarding the nature of the problem, scope of work, timeline expectations, process cases and case tasks.
• Enter work orders and update related customer information into IFS (ERP) with no errors.
• Schedule, prioritize, co-ordinate repairs and calibrations to meet customer expected return delivery date with all necessary internal functions.
• Manage timely execution of all aspects of quoting, data order entry, scope & workload management, contracts management, logistics and invoicing. This includes basic support triage, accurate processing, documenting, expediting, and problem solving.
• Resolve and or escalate customer issues with an aim to get to the fastest and effective outcome.
• Manage the status of all repairs, calibration, field service, modification orders and communicate status updates with customers proactively and meet turnaround targets.
• Facilitate check in and shipment of repairs and calibrations; ensure documentation service is complete and accurate and included with the tester if applicable.
• Coordinate part requirements for work orders.
• Assist with information needed to Invoice customers once job is closed.
• Provide excellent customer service and outcomes in all interactions.
• Follow-up with customers on feedback in a timely manner and provide inputs to service team / manager regarding process improvements that can better support our customer needs.
• Ensure that an electronic copy of all documentation of the service performed is attached to the work order in IFS (ERP).
• Proactively work on data driven continuous improvements projects to drive better outcomes.
• Ensure adherence to ISO policies and procedures as applicable.
• Participate in department goals and objectives.

Qualifications :

Physical Requirements :

Work Environment :

Essential duties of this classification are primarily performed in a dynamic office / manufacturing environment that may include frequent interruptions and a high level of contact with staff, other members of management, customers, vendors, and off-site employees / locations.

Compensation and Benefits :

Company offers competitive salary and benefit packages to include Medical, Dental, Vision, Life Insurance, pet insurance and 401(k).

Uson is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)