Customer Service Coordinator

Your Impact

As a key member of the Project Management team, you are critical to our customer relationships. You are responsible for ensuring timely response to our customer’s technical issues after installation. Your ability to respond quickly and assess customer needs is key to the lasting relationships that are the foundations of CAID Automation.

What You’ll Be Doing

• You will be the main contact for our customers for post installation issues
• Assist in troubleshooting mechanical and electrical installed equipment over the phone
• Analyze customer’s needs and make recommendations for resource requirements
• Provide detailed quotations for items that do not fall under warranty
• Scheduling of resources and customer site visits to complete required service
• Assist the Manager, PMO with department improvement initiatives and helping to establish and develop an industry leading service department
• Order and follow up on purchased and manufactured parts and make recommendations to repair/replace only when necessary
• Coordinate with suppliers and vendors to have equipment serviced at customer sites
• Complete required service reports and other documentation as required
  

You’ll Be Great At

• High technical aptitude with understanding in automated system and designs
• Superior attention to detail, problem solving and organizational skills
• Effective in time management with ability to prioritize and work under pressure within strict time restraints
• Strong experience in customer service with a history of going that extra mile to ensure customer satisfaction
• Experience leading and coordinating resources
• Proactive, can-do attitude
• Experience scheduling and planning resources on multiple, concurrent project is strongly desired
• Excellent written and verbal communication skills in the English language
• Excellent knowledge of MS Word, Excel, MRP system
  

Level of Autonomy and Authority

• Works without detailed supervision, but within clear guidelines, defined standards and specifications. Difficult, complex or unusual matters are referred to more senior authority
• May guide and monitor the work of other staff working on a project basis
• Provides input and makes recommendations to management in areas of improvement
  

Key Requirements

• Must have a valid passport and driver’s license, as well as the ability to travel to customer sites both locally and internationally
• Must be available to travel for periods of up to 2 weeks
• Must be able to be on call as required

SAMACO