Customer Support Advocate

Job DetailsJob LocationGosiger West - Cypress, CADescriptionJob Summary:Under minimal direction, a Customer Support Advocate acts as the primary customer contact orchestrating all interactions between the customer, our suppliers and Gosiger’s internal support teams. This individual’s efforts are dedicated to delivering projects on time, in scope and on budget. A successful Customer Support Advocate builds solid stakeholder relationships, maintains accurate schedules and Rolling Action Item Logs (RAILs), clearly communicates requirements to & from all stakeholders & escalates issues to appropriate levels of management when additional attention or resources are required. The incumbent is accountable for overseeing all project tasks from order entry to customer sign-off & is responsible for managing and delivering our products and services in accordance with customers’ expectations.Essential Responsibilities And AccountabilitiesPrepare machine & accessory purchase orders based on Purchase Order Commitment (P.O.C.) content Verify order accuracy & the existence of a clear project S.O.W.Coordinate & track all machine and accessory orders from initial placement through delivery & implementationClearly convey project objectives to all team stakeholders (internal & external)Responsible for leading all project related communication between customer, suppliers & Gosiger internal teams Facilitate team collaboration & problem solvingCoordinate shipping, receiving & logistics between vendors and the customer Gather & deliver all necessary pre-installation documentation & work instructions to the customer (ie power, foundation, oils, fluids, etc)Develop & maintain a clear, timely, accurate & well understood project scheduleTrack execution progress making sure all milestones are met on time, properly documented & shared with the teamContinually check project’s progress relative to stated project objectivesTrack incoming deliverables; see that those in need of expediting are expeditedConduct regularly scheduled, customer & execution team meetings updating project progressPrepare meeting summaries to keep team members apprised of new issues & critical detailsAddress the notification & clarification of ongoing task assignments & action itemsContinuous evaluation to determine the root cause of plan deviations along with corrective action Schedule & coordinate customer trainingManage all variables required to meet customer acceptance criteriaAssist division management in providing “project autopsy” reports at the conclusion of projectsBe Gosiger’s customer liaison; set, control & maintain customers’ expectations throughout the order execution processQualifications Essential QualificationsBachelor’s Degree in business or technical field (or equivalent work experience); PMP Certification preferred2 Years work experience in a project management or a project fulfillment roleStrong initiative and self-starterEffective planning and organization skillsGood judgment and decision-makingDemonstrated teamworkExcellent written and verbal communication skillsGood problem solving & analytical skillsAble to work with minimum supervisionRapidly adapt and respond to changing environments and prioritiesExperience with project management tools (I.E. MS Project, MS Excel and MS Word)AutoCad or equivalent experience is a plus Working ConditionsExtensive PC use, significant time at a computer workstation in front of a monitor CRT viewing and key entryInternal/external customer communications with vendor contactExtensive internal/external stakeholder communication (email, in-person, video, text, etc.)Frequently in a manufacturing environment, either at Gosiger or in customer facilitiesOffice & manufacturing work environment which includes moving mechanical machine parts, potentially loud equipment with exposure to a variety of non-hazardous and hazardous chemicals and airborne particles