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Service Coordinator - Glenwillow

  • Functional area: Service
  • Country: United States (Ohio)
  • City: Solon
  • Brand: Leybold
  • Company name: Leybold USA Inc
  • Date of Posting: September 14, 2022

Your future job

Mission/Purpose of the Job:

We at Atlas Copco/Leybold Vacuum believe that there is always a better way.  This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe. 

That’s where you come in – we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.  

  • The Service Coordinator is responsible for overseeing the In-house service business to achieve annual business goals for revenue & gross profit in coordination with the regional and Global services strategies. Coordinates the planning, scheduling, and prioritization for all in-house repairs, including Third Party Service Providers (3PSP), to achieve 30-day TAT and overall customer satisfaction. Works with the Service Technology Center (STC) Planner to maintain in-house repair capacity plan and monitors workflow.

Main Responsibilities: 

  • Coordinate daily work load with the STC Planner and Team Leader all repair work scheduling, prioritization, quality, on-time delivery, and capacity planning running through the service depots (i.e. Glenwillow, Dresden, etc.) to assure efficiency of jobs 

  • Act as primary interface between Service Admin, Sales, Service Technology Centers (STC), Logistics (related to STC’s), and 3PSP’s for all repair statuses, warranty decisions, and escalations 

  • Monitor and analyze operating reports such as turn around time (TAT),  warranty, backlog, capacity, service orders over 30 days, closed but not invoiced and other Key Performance Indicators (KPI) of the Service Technology Centers (STC). Develop, generate and provide strategic analysis reports (with focus on reason for variance deviation between planned and actual) of set Key Performance Indicators. 

  • Review repair details from the technicians for accuracy and content when needed. 

  • Coordinate with the STC Failure Analysis Engineer (FAE) to develop supporting documentation for warranty denial & failure analysis reports. Communicate findings with the Leybold Sales team,(i.e., written reports, and photos) 

  • Coordinate capacity planning for 3rd Party Service Providers, ensure delivery dates are met, monitor TAT and other KPI’s 

  • Monitor and report on VT‘s Logistics KPI‘s, escalate when needed 

Skills / Knowledge / Experience: 

Education level 

  • 2-year technical degree desired 

Relevant Previous experience  

  • At least 5 years of experience working with a technical product. Project management experience is desired. 

Knowledge areas/Skills  

  • Positive customer-focused attitude and successful interaction in a dynamic team environment is a must 

  • Individual must have be self-motivated and result driven  

  • Ability to analyze data and influence improvements 

Other requirements  

  • Valid driver’s license 

  • Excellent oral and written communication skills. 

  • Proficiency with MS Office software, i.e., Word, Excel, Powerpoint, etc

Physical Demands and Work Environment:

While performing the duties of this job, the employee has very limited exposure to work near moving mechanical parts. The employee is occasionally at risk of electrical shock and vibration.  

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use stairways to climb to multiple floors within office building, and talk or hear. The employee is occasionally required to use hands and fingers to type or dial, climb or balance, stoop, kneel, crouch or crawl, and reach with hands and arms. 

The employee must occasionally lift and/or move up to 10 pounds. This position requires frequent computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus. 

This position may require some minimum travel.  

This position has flexibility after training (60% inoffice/40% remote). 

LEYBOLD USA INC. is an Equal Opportunity Employer – M/F/Disabled/Veteran

Scope of the job:

  • Geographical scope of the role: Domestic 

  • Interaction skills required for the role   

  • Internal and external factors which would impact this role  

  • Pattern of work cycle (e.g. how much planning, priority setting, coordinating)  

  • Money Measures – an annual budget or revenue which this role is directly responsible for, or the percentage of their operational/departmental budget/revenue target this role will manage. Reviewing jobs to ensure Profitability in the service order. 

  • Non-Money Measures - which show the scope or variety of the job. 

  • People 

  • The number of people reporting to the role – none currently 

Passionate people create exceptional things
At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our leading-edge technology enables us to innovate for a sustainable future. 
We believe that people make it happen and with us you are empowered to act.  Your ideas can make a real difference and contribute to the quality of life for people everywhere.
We offer  a wide range of interesting job roles and many opportunities to grow. This is where it begins –  Join us at the Home of Industrial Ideas.

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