Field Service Coordinator

JOB PURPOSE or JOB SUMMARY:Contributes to Multi-Fab by providing technical support to external customers, training to department members, creative and technical product development exploration and tool development and identifies root cause analysis for Return Merchandise.ESSENTIAL DUTIES and RESPONSIBILITIES:[This section should list the specific functions and responsibilities of the position, including travel requirements, if applicable. Capturing % of total time is optional, however may be required in certain states as documentation of FLSA classification.]% of Total TimeSupports customers by responding to caller questions and inquiries 35%Performs special projects as needed - i.e. - Stage equipment for on premise training.15%Assists callers requiring advance technical issues15%Trains colleagues on advanced technical issues15%Identify and document incoming products for sourcing and/or reverse engineering5%Product Development ideology and tool development5%Identifies root cause issues on returned products, documents and communicates through appropriate external and internal channels5%Enters and updates information into ERP and/or CRM as appropriate5%Contributes to a positive team environment.An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.COMPETENCIES:CompetencyLevelCompetency DescriptionAnalytical Thinking4. ExperiencedSolves complex problems using a sequential system.Communication Skills3. MidCommunicates using persuasion and authority.Functional Knowledge4. ExperiencedExpertise in his/her discipline and understands these concepts in other disciplines.Influence4. ExperiencedProfits from garnering support for concepts and solutions from other functions.Leadership Skills1. EntryDoes not manage employees, but may mentor and/or train on a peer-to-peer basis based on personal expertise.Problem Solving4. ExperiencedArrives at decision using analytical thought.Business Impact1. EntryRole has impact on the department.Collaboration4. ExperiencedStrengthens alliances with other divisions to create opportunities internally and externally.Company Knowledge3. MidUnderstands how his/her team contributes to the department to meet the goals defined.Job Impact4. ExperiencedFunction.Managing Change1. EntryImplements changes provided by management.Strategic Responsibility1. EntryNot responsible for strategy.MINIMUM QUALIFICATIONS:Education High school diploma or Equivalent; Associate's degree or Bachelor's Degree in a technical field preferredExperience and/or Training Experience working with loading dock equipment and systems. Experience speaking with customers in person and/or over the phone to help guide solutions and respond to questions.Technology/Equipment Computer skills including Microsoft Office application, ERP systems, Mechanical loading dock technology exposurePHYSICAL AND MENTAL DEMANDS:The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.Physical DemandNARarelyOccasionallyFrequentlyConstantlyWeightStrength - Lift, carry, push, pull, or otherwise move objectsX50ReadingXCarryingX20Climbing StairsXCrouchingXGraspingXGripXHandlingX15KneelingXPinchXPullingXPushingXReachingXVisionXRepetitive MotionsXSittingXStandingXWalkingXStoopingXWORKING ENVIRONMENT:The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.