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    Service Coordinator - Charlotte, United States - ITW

    ITW
    ITW Charlotte, United States

    3 weeks ago

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    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 industry's critical issues, including sustainability, ease of use, performance, total cost of ownership and food safety.


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

    The Service Coordinator's 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 resolution

    Receives and escalates complaints and complex service requests to senior staff as needed

    Recording issues into tracking system

    Responding to emails, voice mails, and calls

    Understanding of unique needs for large chain customers

    Remain positive and courteous


    Ability 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 care

    Review and test returned warranty parts

    Working knowledge of mechanical, electrical, and gas systems

    Ability to learn and adapt quickly.

    Customer service oriented.

    Focus on quality control.

    Knowledge of Microsoft Suite including Excel, Outlook, PowerPoint, Word

    Must be able to follow specific directions with attention to detail

    Ability to prioritize, plan and organize multiple tasks simultaneously.

    Strong personal leadership skills

    Must have excellent listening, verbal, and written communication.

    Ability to work cross-functionally

    Ability to deescalate while trying to problem solve customer difficulties

    Strong critical thinking skills are necessary


    Physical Requirements/Working Conditions:
    Office/plant role

    Must be available for overtime as needed.

    Must be able to lift 50 lbs.

    Must be able to sit, bend, stoop, lift, reach and twist to complete all job task

    Must be able to wear all required PPE (i.e., safety glasses, steel/composite toe safety shoes)

    Reliable transportation

    Travel 5%

    ITW is an equal opportunity employer.

    We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.


    As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.


    _All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

    _

    ITW is an equal opportunity/affirmative action employer.

    All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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