Field Service Coordinator

Field Service Coordinator

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, Safety is who we are and it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers' greatest problems so they can go home safe each day.

Responsibilities:

• Overseeing Field Service Orders
• Centralized Communication: Use a centralized communication platform to keep all stakeholders informed.
• Regular Check-ins: Schedule regular check-ins with technicians to address any inquiries or changes promptly.
• Customer Feedback: Implement a system to gather customer feedback to continuously improve the service experience.
• Provides customer support and administration for orders.
• Performs invoicing for key end users and channel partners to ensure top quality service.
• Acts as back-up for other training coordinators as required.
• Requests or edits customer account information through CRM.
• Updates SOPs.
• Documentation: Maintain detailed documentation of all SOPs and software processes for easy reference.
• Reviewing Pricing, Discounts, and Territories.
• Regular Updates: Keep pricing and discount information up to date.
• Ensure customers are aware of price increases.
• Reviewing Customer Purchase Agreements and Contracts.
• Ensures contracts are reviewed by legal and act as a liaison for the customer.
• Help to evaluate the use of Salesforce for leads, customer issues, and opportunities.
• Prepare/produce reports as requested based on sales, inventory, and past data.
• Provides management reports as requested.
• Follows-up with key customers due for recertification or calibration needs.

Qualifications:

• Required Education and Experience:
• Level one: High School Diploma and 3 years of experience working in service, support, or customer service.
• Level two: Associates Degree and 5 years of experience working in service, support, or customer service.
• Level three: 8 or more years' experience of working in service, support, or customer service.
• SAP experience.
• Understanding of registration software or LMS systems.
• Proficient with Microsoft software such as Word, Excel, and Power Point.
• Ability to multi-task in a fast-paced environment managing multiple priorities and customer issues.
• Ability to manage cross-functional teams.
• Excellent customer service and communication skills.
• Experience leading, coaching, and mentoring.

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA’s policy not to discriminate against any employee or applicant for employment on the basis of the person’s age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran’s status, genetic information, political affiliation, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.