Leica Microsystems - Deer Park, IL

posted 8 months ago

Part-time - Entry Level
Hybrid - Deer Park, IL
Computer and Electronic Product Manufacturing

About the position

The Service Coordinator for Leica Biosystems plays a crucial role in supporting Field Service Engineers by actively dispatching customer work order requests. This position is integral to driving time and materials revenue by managing the flow of customer purchase orders within an assigned territory. The Service Coordinator is responsible for proactively scheduling Preventative Maintenance (PM) service visits, coordinating installations, decommissioning, and moving of instruments, as well as placing part orders for the Field Service organization. This role requires close collaboration with Field Service Engineers and Field Service Management to ensure efficient operations and customer satisfaction. In this fast-paced environment, the Service Coordinator will utilize Salesforce.com to dispatch work orders and coordinate complex scheduling for both emergency and non-emergency repairs, as well as for Preventative Maintenance. Excellent communication skills are essential, as the role involves providing outstanding internal and external customer communication via phone and email. The Service Coordinator will also be responsible for contacting customers to explore bundle opportunities for repair and preventative maintenance work orders, maximizing time and operational efficiencies. This position is part of the Services Business located in Deer Park, IL, and offers a hybrid work arrangement, allowing for part-time work at the company location and part-time remote work. The Service Coordinator will report to the Sr Manager of Service Coordination, who oversees the active dispatch for the Field Service Engineer organization. This role is ideal for individuals who thrive in a dynamic environment and are eager to contribute to building a world-class services organization.

Responsibilities

  • Dispatch work orders to the Field Service Engineer team.
  • Coordinate complex scheduling using Salesforce.com for incoming repairs and Preventative Maintenance.
  • Order parts for work orders as needed.
  • Provide outstanding internal and external customer communication via phone and email.
  • Coordinate new product installations in partnership with internal teams and external logistics partners.
  • Contact customers for bundle opportunities of repair and preventative maintenance work orders.

Requirements

  • Associate degree with a minimum of 1 year of customer service experience or equivalent work experience (minimum of 3 years customer service).
  • Minimum 3 years of experience in a high-volume call center environment or customer-facing experience.
  • Strong analytical skills with the ability to gather, analyze, summarize, and present data.
  • Excellent organizational skills and attention to detail.

Nice-to-haves

  • Minimum 1 year of actively dispatching Field Service Engineers.
  • Experience working with Salesforce.com and/or SAP.
  • Previous experience in and thorough knowledge of the medical device and/or related industries.

Benefits

  • Paid time off
  • Medical/dental/vision insurance
  • 401(k) plan
  • Bonus/incentive pay
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