Coord I - Centralized Services & Drafting

SUMMARY The person in this position is responsible for: providing customer assistance and service support for the Centralized Service Coordinator Program, promoted through the service departments for the local service branch. This person will be interacting daily with customers and the local service teams via telephone, email, or text communication. Also responsible for responding to all internal and external contacts, coordinating tasks and special projects as requested. This position requires excellent interpersonal, written and verbal communication skills. Due to high stress situations that may require intense mental application, problem-solving skills are a must. Job involves using independent judgement with limited guidance or supervision. A complete understanding of the company’s product and process knowledge and applications will be expected to perform the job successfully. The person in this position enjoys working in fast-paced environment with a high sense of urgency that m **ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.** - Required to analyze information, exercise problem solving skills with a high degree of professionalism to ensure that both the customer’s needs and the corporation’s well-being are taken into consideration. - Troubleshoot, provide quotes, and/or schedule a technician (virtual or in person) to address customer concerns by handling inbound contacts in a courteous, timely, and professional manner in a contact-center environment. - Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions) as well as be able to utilize systems and technology to accurately document and process customer concerns in appropriate systems - Follow all required standard texts, policies, procedures as well as being able to communicate intelligently and accurately with customers on technical issues. - Appropriately escalate customer issues with the local managerial team - Comply with requirements surrounding confidential and personal information - Stay up to date on changes to program knowledge, systems, and processes by attending meetings and completing any continuing education training - Assist with the training of new personnel added to the department as well as on-going training for others in the department in the form of mentoring - Adhere to all attendance and work schedule requirements - Develop product plans and design drafts for client approval. - Build product libraries for each product. Isometric projections may be required. Optimize print layout. - Ensure build instructions match the client approved drawings. Create the packets needed for production. - Maintain the drafting and production schedule. Track orders to the completion dates established in the schedule. Ensure sales knows the appropriate dates to communicate to customers. - Work with engineering to problem solve differences between the cut lists and drawings. - Build a color code system for units to provide manufacturing a quick reference for parts assembly. - Teach others on drafting and the use of layouts. - Support manufacturing as needed. May be responsible for other duties as assigned.