Scheduling Coordinator / Customer Service in Wood Dale, Illinois at Videojet

Date Posted: 5/22/2018

Job Snapshot

Job Description

Job ID: VID004058

About Us

Videojet Technologies, Inc. is the global leader in the manufacturing of coding, printing and marking products. This high technology product prints variable information, such as expiration dates on grocery products, packaged goods, pharmaceuticals or catalogues. As the market share leader, we have operations in over 30 countries with 2600 employees worldwide. A wholly owned subsidiary of Danaher Corporation (www.danaher.com), Videojet is the core of the $800 million Product Identification Platform. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused and growth-oriented, guided by the phenomenally successful Danaher Business System. Working at Videojet, gives you access to a robust career development process and challenging, “stretch” opportunities.

Description

Videojet Technologies, Inc. is seeking a talented & dynamic individual to fill the position of Field Service Schedule Coordinator (SCC) located in Wood Dale, Illinois. This is an exciting opportunity to join a fast growing organization. The incumbent will be a part of our Tech Support team, working closely with Tech Support Engineers, Customer Service Engineers, Managers, Customer Service, and other functions. He/she will be responsible for ensuring Customer Service Engineers (CSE) are scheduled to reduce customer on-site response times while maximizing efficiency and utilization.  The SSC employs and enforces an SOP (standard operating procedure) document and specialized toolkit to ensure each CSE’s next assigned task is the highest priority task within the work group’s geographic area.


Key responsibilities include:


  • Schedule CSE calls and dispatch them to customer sites

  • Prioritize field service work for each CSE 

  • Handle incoming customer and CSE calls

  • Reschedule calls as needed to accommodate CSE schedules

  • Schedule secondary (“PM, CSTY, TRAINING”) CSE tasks

  • Escalate issues to Field Service Manager (FSM) if necessary

  • Partner as a team member for the assigned service region to assist in the success of daily metrics

  • Daily wrap up activities and communication to CSEs

  • Customer followup to ensure their needs were met and scheduled additional Service if necessary

  • Schedule new equipment installations

  • Confirm lead times and delivery of parts needed for scheduled service

Job Requirements



Qualifications

Qualifications:


  • High School Education

  • Minimum 2-5 years of experience in a call center role

  • Ability to support a territory with 12-20 CSE’s

  • Experience in customer service or customer facing role

  • Experience in logistic scheduling is preferred

  • Experience with Oracle is preferred

  • Proficiency in Microsoft Office: Outlook, Excel, Word

  • Sage Quest Mobile Control experience would be preferred

Videojet Technologies Inc is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.



At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.