Service Coordinator - Charlotte, United States - Illinois Tool Works

Description

ITW Food Equipment (FEG) leads the industry in designing, manufacturing, and selling food equipment products. Our well-known brands are differentiated by their unique innovations and integrated service offerings.

We meet the needs of our global customers by focusing on the industrys critical issues, including sustainability, ease of use, performance, total cost of ownership and food safety.

A Service Coordinator / Admin I serves as the customers point of contact for service and support related questions for the Vulcan Product line.

The Service Coordinators role requires a motivated individual who can troubleshoot and resolve customer application, mechanical, electrical and/or gas systems problems with exceptional customer service skills.

The Service Coordinator I is expected to assist beyond client expectations. The role requires an initiative-taker, team player, detail-oriented, able to multitask, and someone who can communicate effectively.

Answer incoming customer & technician inquiries, effectively applying problem solving techniques, educating clients, and following issues through to their successful resolutionReceives and escalates complaints and complex service requests to senior staff as neededRecording issues into tracking systemResponding to emails, voice mails, and callsUnderstanding of unique needs for large chain customersRemain positive and courteousAbility to interact with all levels within ITW plant, including assembly workers, sales representative, service manager & technicians, director of operations, operations manager, and engineering.

Pick, pack, and ship parts for urgency customer careReview and test returned warranty partsWorking knowledge of mechanical, electrical, and gas systemsAbility to learn and adapt quickly.

Customer service oriented.
Focus on quality control.

Knowledge of Microsoft Suite including Excel, Outlook, PowerPoint, WordMust be able to follow specific directions with attention to detailAbility to prioritize, plan and organize multiple tasks simultaneously.

Strong personal leadership skillsMust have excellent listening, verbal, and written communication.
Ability to work cross-functionallyAbility to deescalate while trying to problem solve customer difficultiesStrong critical thinking skills are necessary#J-18808-Ljbffr