Service Coordinator / Robotics Technical Support

VIVA USA Inc
VIVA USA Inc

Job Overview

Req Ref No: SRMISC2011Location: Auburn Hills, MIDuration: 12.0 monthsDescriptionJob Description:Position SummaryOwner of Customer Dispatch request mailboxFilter e-mail requests to complete information for Service Request casesCreate SFDC cases using dispatcher checklistAssign evenly cases to dispatchers / Work balancePrioritize HOT cases for immediate follow upFollow up on completed cases to confirm closure and perform surveyFollow up on warranty service calls to collect coresCreate work orders based on the needs of the customer. Send service quotes & receive Purchase Orders from the customerMaintain up to the minute schedule, ensuring customers requirements are met and that the correct services are providedDetermine urgency, duration and commercial obligations (T&Cs, pricing, etc.) are in place before providing serviceProperly assess job charge type: Project, Demand, Contract or WarrantyReact to changes in requirements & timing, & maintain communication of these changes with eternal & internal customersAble to properly escalate information to management when not balancing variables and deadlinesFollow up and Schedule on SI (Service Information) request from supply unitOther related duties as required.QualificationsHigh School Diploma or equivalentFive years experience in related position (dispatch), with experience in a Contact Center.Proficient with MS Word, Excel, PowerPointExcellent written & verbal communication SkillsExcellent organization skills; detail-orientedClient services background is highly desirableSAP experience is preferredAbility to work with little or no supervisionAnalytical skills and demonstrated use of sound judgmentWork ScheduleAvailable to rotate between shifts: 7:00am-4:00pm / 8:00am-5:00pm / 9:00am-6:00pm (M-F). OT may be required during some weeks, possibly on weekends.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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