Description
Position Summary:
As a Field Service Coordinator for Australia and New Zealand based in Sydney, you will serve as a crucial link between our field service engineers, customers, and internal teams. In this multifaceted role, you will coordinate field service engineers and work closely with technical support engineers for field service schedules, part orders, freight and logistics. 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 as well as work independently when required.
Duties & Responsibilities:
* Schedule and coordinate field service engineer visits to customer sites for the installation, maintenance, and repair of Cutera laser systems in ANZ.
* 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.
* Collaborate closely with field service engineers to ensure they have the necessary tools, equipment, and documentation required for their service visits.
* 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.
Qualifications
Minimum Requirements & Qualifications:
* Associate degree or equivalent work experience.
* Minimum of 2 years of experience in dispatching, customer support, or field service coordination.
* Strong customer service skills with a focus on ensuring customer satisfaction.
* Strong organizational and multitasking skills, with attention to detail.
* Excellent communication and interpersonal skills.
* Proficiency in using Salesforce and ERP systems for service management.
* Ability to work effectively in a team-oriented environment.