Service Coordination Lead
 Atlas Copco Compressors LLC -North America Customer Center | |
dental insurance, vision insurance, paid time off, retirement plan
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 United States, Massachusetts, West Springfield | |
 Sep 13, 2024 | |
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Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations. Join us on our journey for a better tomorrow. Your Role General Description - Supervise, train & develop the Service Coordination team to maximize CTS profitability through efficient service planning and administration. Will work closely with the CTS Operations Manager, Service Managers, Service Coordinators and the Sales Dept. to provide superior customer service. Roles and Responsibilities Supervision (50%) - Daily management of Service Coordinators toward achievement of KPI's and targets, including Productivity, Customer satisfaction/NPS, Service Variance, Work in Process backlog control, Warranty approval, invoice quality, and invoice processing. Follow through on issues escalated by the Service Coordinators with urgency, RMA (returned materials) administration and rental fleet invoicing/control are also key areas of responsibility. Report problem areas to Management as required to maintain a high level of customer satisfaction. Work-in-process & invoice control (20%) - Hold weekly WIP meetings, support/direct Service Coordinators to achieve WIP, closing, and invoicing targets. Support/direct Service Coordinators as needed to maintain consistent, high quality invoicing toward maximizing Service Department revenue and profitability. Reporting/Recordkeeping (20%) - Run various reports as determined by the CTS Operations Manager. Maintain process control spreadsheets. Contribute to positive Company branding by projecting a knowledgeable, professional, and customer-oriented image to customers. Perform all duties in accordance with Atlas Copco standards, while always striving to understand the needs and expectations of the customer. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done. Perform other duties as assigned. To succeed, you will need Qualifications Experience - One to three years of relevant Service Coordination and/or Planning experience. Education - High School diploma, some college preferred or equivalent . Skills - Must be able to work independently and have excellent organizational, interpersonal, verbal, and written communication, and problem-solving skills. Must be able to manage multiple priorities with flexibility, a positive attitude, and a strong commitment to customer service. Must be proficient in Microsoft Office, including Word and Excel. Experience with BPCS required. Previous supervisory or management experience preferred. In return, we offer you Start a journey of endless opportunities What you can expect from us?
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