*about us*:
the regional service coordinator serves as the “center” of all regional service activity. They are familiar with all nx customers (direct and indirect) and all aspects of their service activity on a daily basis. They coordinate the delivery of service, both short term and long term, within the region. Long term they assist the regional service manager to drive improvement programs (both personnel and equipment) to improve customer system performance and uptime. They also assist the regional customer support personnel in a backup role for vacation/peak order times.
Reports to the miraclon regional service manager
*roles/responsibilities*:
- day-to-day service delivery within the region or cross-region
- handles service calls from opening the call to the invoice.
- handles billing issues and creates credit notes if required.
- maintains customer configurations - in m3 and sfdc
- functional in internal systems (infor m3, sfdc) familiar with all nx customers, their service status as well as overall business within the region (direct and indirect)
- interfaces with suppliers and channels on a daily basis to know all current activity
- monitors performance, escalates non-performance, gathers information for periodic reviews with customers/dealers to assess performance and create performance plans
- answers internal and external questions regarding service delivery
- maintains customer configurations - plans and coordinates field change orders and upgrades (direct and indirect)
- maintains summary of trained personnel, coordinates training programs and escalates issues with direct/indirect training of personnel
- fully competent in-service contract status and generation - assists sales and service personnel with contracts.
- fully functional in internal systems (m3, sfdc, powerbi, etc)
- monitors and support installation planning and activity meeting, drives zero defect goal within installation and start-up activities (both direct and indirect)
- provides input to global service systems improvement projects and global service delivery improvement projects.
- develop templates and documentation to automate effective and ongoing communications with customers
*skill requirements*:
- very good english skills - portuguese as a plus
- strong oral & verbal communication
- strong technical knowledge and troubleshooting skills
- flexibility in daily work assignment
- structured, meticulous (attention to details)
- regional travel required - (5-10%)
*required experience*:
- experience with working with large amounts of transactional data
- erp and crm systems experience an advantage.
- experience with customer service an advantage
- track record of high-quality performance and results
experience level: 3-6 years
minimum education level: bachelor’s degree or equivalent work experience