Accountability:
Interact with customers to provide information in response to inquiries about products and services.
Maintain Service schedules for assigned region to ensure customers’ needs are met and the service
workforce is fully utilized.
Scope and Responsibilities:
Essential duties include, but are not limited to the following:
 Proactively attains a safe and healthy work environment for all employees.
 Interacts with customers by telephone or in person in order to provide information about products and
services, to take orders.
 Keeps records of customer interactions and transactions, records details of inquiries, issues, and
comments, as well as actions taken.
 Coordinates all parts orders, tooling, and shipments to align with service activities.
 Resolves customers' service or billing issues.
 Contacts customers in order to respond to inquiries or to notify them of claim investigation results and
any planned adjustments.
 Refers unresolved customer grievances to designated departments for further investigation.
 Determines charges for services requested and arranges for billing.
 Completes contract forms, prepares change of address records, and issues service discontinuance
orders, working within the automated order system.
 Solicits sale of new or additional services or products.
 Works closely with all Five teams to provide best-in-class customer response time and provides other administrative and technical duties as assigned.

Education/Certification:
 Associate degree in a technical program, and/or equivalent experience in a related field.
Experience:
 Minimum of 2 years’ experience in a lead position managing schedules and coordinating activities in a
manufacturing operation.
Skills:
 Ability to multi-task.
 Ability to work independently with minimal supervision.
 Good communication- verbal and written.
 Microsoft office software proficiency is a must (Word, Excel).
 Working knowledge of SAP.