Field Service Coordinator

Field Service Coordinator

Carotek, a SunSource company, provides process equipment solutions for the industrial, commercial and municipal markets in North Carolina, South Carolina, Tennessee, Georgia and Virginia. Carotek represents over 85 manufacturers as their process equipment distributor, representative, and repair center for pumps, blowers, heat exchangers, valves, instrumentation, IIoT, steam, hydronics and municipal products.

To be the primary support function for our Field Service Technicians, regarding scheduling, travel, equipment needed, and other job related activities. Provides customers with a point of contact to initiate Field Service and to coordinate field service calls with the network and sales. Would be responsible for; acquiring and shipment of associated parts needed in the field, invoicing, generating service quotations for project commissioning and service contracts as well.

Responsibilities:

• Scheduling of field personnel for on-site calls and training. Communicate the schedule with customers, service personnel, sales and sister companies
• Learns and uses our product terminology and our computer software as well as MS Excel and Outlook to efficiently qualify job (for quote).
• Put together quotations for clients, prepare/gather training materials, calibration tools and inventory control, etc.
• Inventory control for field personnel inventories and ensure parts are available per each service call when necessary.
• Responsible for shipping and receiving calibration tools and references required for onsite calibration calls.
• Generate quotations for field calls, training, and maintenance contracts and follow-up of quotations and secure customer purchase order.
• Drafting maintenance contacts for management approval.
• Communicate with customers, sales personnel, and sister companies to obtain purchase orders for field calls and training.
• Review and enter information for customer terms and conditions, including safety requirement questionnaires and communicate information to the service network as required.
• Prepare service orders for entry and scheduling to ensure customer and order information is complete and entry of order in SAP and invoicing for service and parts per established processes.
• Responsible for reviewing margins on orders prior to invoicing to ensure acceptable margins are achieved and entry of proper sales commission.
• Responsible for maintaining Service Backlog in SMP Planning Board and scheduled calls per established processes.
• Communicate with ASP network on expected processes and develop working relationship with partners to achieve company goals.
• Responsible for issuing and processing PO's to the ASP's and posting invoices at completion of performed service.
• SAP order entry for parts and replacement meters.
• Responsible for handling and correcting problems that arise with scheduling, pricing or invoice disputes.
• Responsible for creating opportunities in Salesforce.com as requested. Perform audits on Field Service reports.

Minimum Education:

Associates Degree, or equivalent training and experience. Bachelor's degree preferred.

Qualifications:

• Ability to generate reports
• Coordination experience demonstrating meticulous follow through
• Experience interfacing with and servicing customers: via telephone, Outlook email, software applications and in-person
• Strong and proven computer skills: Including use of ERP, CRM, and MS Office
• Must be very comfortable using Outlook and Excel
• Strong multitasker who can juggle multiple requests and projects
• Strong attention to detail, quality, and timeliness
• Ability to solve problems: builds a logical approach to address problems or opportunities
• Manages the situation at hand by drawing on knowledge and experience base and performing research including calling on other references and resources as necessary

Required:

• Excellent oral and written communication skills
• PC skills- including word processing, spreadsheets, and databases
• Data entry skills
• Customer Service Experience

Previous Job Experiences Desired:

• Data entry experience
• Dispatching/Scheduling experience
• Three Years Customer service experience
• Prophet 21 experience

We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact recruiting@sunsrce.com to request reasonable accommodation. Only requests for accommodations in the application process will be returned.