Role OverviewThe Service Support Coordinator II is the initial point of contact and representative of the company to internal and external customers. This position acts as the local office-based liaison on behalf of customers in support of Photonics service activities. The Service Coordinator is responsible for ensuring on-time delivery of return merchandise authorization (RMA) shipments to customers as scheduled by AE’s committed shipment date.
What You Will Do
Respond to inquiries both internally and externally about Photonics servicing, warranties, and lead-times in time-sensitive manner. Manage Service WIP backlog to ensure lead-times and customer expectations are met.
Why It Might Be a Fit
The ideal candidate will have 3-5 years of experience in customer service role or in a repair operations environment, involving time-sensitive phone-email-web interactions, complex product offerings and processes, and advanced business systems.
Requirements
- Effective team member; capable of collaborating on complex tasks
- Able to manage and resolve conflicts, driving escalations and issues to closure
- Ability to juggle multiple tasks and competing priorities in a time sensitive and customer centric environment with excellent follow through
- Strong computer skills in MS Office programs including Word, Excel, PowerPoint, Access, Outlook
Benefits
- Medical - multiple medical plans are available to choose from
- Short and long-term disability and life insurance
- Health savings and flexible spending accounts
- Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
- 8 hours of paid volunteer time off
- 8 weeks of paid parental leave for both parents
- Company matched 401(k)
- Tuition reimbursement
- Expanded mental health coverage and employee assistance programs
- Critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance
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