Deployment Coordinator/Service Dispatch

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

The Deployment Coordinator is the principal liaison responsible for the overall positive customer experience, in addition to the deployment of Field Service Technicians within the US and Canada service geography for all Zeiss machine installations, calibrations, repairs and relocation requests. These tasks may involve new or used machines, loaner equipment or show equipment. The Deployment Coordinator works closely with Sales, Operations, Technical Support and Customer Care among other to gather the machine installation, calibrations and repair requirements in order to effectively schedule the appropriate field technician based on skill set and availability in order to meet customer requirements.

Primary Duties and Responsibilities:

• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• Interface with all internal departments including Operations, Sales, Projects, Customer Care, Billing, Regional Service Managers and Technical support to ensure efficient scheduling of all Field Service Technicians based on field technician skill set, availability and customer requirements.
• Review and process job requests; including purchase orders, pricing verification, quote generation as well as document special instructions according to service procedures in order to ensure accurate and timely processing of customer request.
• Work collaboratively with Technical Support Team to build Relocations and Repair quotes.
• Maintain all open customer job files until completion and ensure that all appropriate correspondence is attached.
• Work closely with Tools Department in order to effectively coordinate, ship and track specialty tools as needed for each job.
• Keep Regional Service Manager informed of crucial developments, potential escalations and related information necessary for effective management of field technicians and customer relationship.
• Document all direct interactions with customer for company database reference, etc.

Experience and Education Requirements:

• Minimum of 2 years in the area of Service Dispatch and Support in a technical or troubleshooting environment preferred or relevant experience.
• Minimum 2 year Associate Degree preferred and/or minimum of 3 years Customer Service experience preferred or relevant experience.
• Knowledge of Lotus Notes, Innosoft, SAP and CRM or other dispatching software preferred.
• Previous experience with high touch to internal and external customers, service distributors, service contractors, senior leadership and service administration using a telephone as a primary means of communication as well as e-mail.
• Ability to multi task and handle multi-level situations while delivering a quality customer experience