What are the responsibilities and job description for the Field service coordinator position at Cutera?
Job Description
Shift : Monday - Friday, 2 : 00 AM CT - 10 : 00 AM CT
Position Summary :
As a Field Service Coordinator for the EMEA field service team and Cutera customers, you will serve as a crucial link between our field service engineers, customers, and internal teams in HQ.
This is a remote position that requires you to work from home.
In this multifaceted role, you will coordinate field service engineers in EMEA and work closely with HQ technical support engineers, field service engineers, and customers for field service schedules, part orders, and shipping.
Strong customer service skills are essential for success in this role, along with strong organizational skills, exceptional communication abilities, and the ability to work collaboratively within a dynamic team.
Duties & Responsibilities :
Schedule and coordinate field service engineer visits to customer sites for the installation, maintenance, and repair of Cutera laser systems.
Act as the primary point of contact for customers, providing them with timely updates on service appointments, addressing inquiries or concerns, and ensuring a high level of customer satisfaction.
Provide end-user tech support via help desk channels (this could consist of phone, email, Teams, or web chat) and order the required parts and components for service visits.
Manage the packing and preparation of parts and equipment for field service appointments.
Utilize Salesforce and ERP system to open service cases, create work orders, and schedule service appointments.
Coordinate logistics related to field service operations, such as equipment shipments, returns, and repairs.
Assist in developing and maintaining service schedules and resource allocation.
Provide administrative support for the field service team, including data entry, report generation, and documentation management.
Collaborate with internal teams, such as product development and logistics, to ensure effective communication and resolution of customer issues.
Maintain a strong commitment to customer satisfaction by ensuring high-quality service delivery and proactive problem-solving.
Contribute to the continuous improvement of service processes and procedures.
Other duties as required.
Last updated : 2024-09-30
