FernoCare Technical Support Coordinator

Description

Job Title: FernoCare Technical Support Coordinator

Department: FernoCare

Summary

This position is the primary point of contact for service support for customers from implementation, triage, and administrative aspects. They need to be comfortable and able to ask appropriate questions, discuss product concerns and understand where to get answers based on each situation. This individual will work to support the customer, sales team, customer service team, technical support, and repair. They will need to be able to document, follow-up and follow-through on requests and customer needs. This is a fast-paced position that requires organization, detail, problem solving and a positive attitude.  

Essential Duties and Responsibilities

• Full life-cycle responsibility for technical inquiries, complaints, repairs, and on-site customer service and care within Ferno’s Product Complaint System(PCS) and Service Management Systems. 
• Manage incoming Technical Support requests and review with the appropriate technical and/or engineering resources for prompt follow-up with customers/sales team to discuss the next steps for repairs, product part needs, repair quotes, determination of warranty and non-warranty requests, assist with troubleshooting and placing part orders. Document all correspondence in the PCS and/or service management systems.
• Review and understand technical drawings and bill of materials to identify accurate parts to ship for a successful first time visit fix. 
• Dispatch third-party or internal Ferno service providers for on-site repairs, preventative maintenance, Special program PM’s, Field Corrections or extended warranty work.
• Review Invoices from third-party service providers and forward to AP.
• Review PCS entries and issue action items for parts or service direction.
• Manage, track, and communicate with 3rd parties the daily part orders and shipment schedules for customers and third-party providers. 
• Generate collaboration with other departments based on customer needs, and subject matter expertise: Quality, Production, Part availability, Shipping, Engineering, Customer Service, Technical Support etc.
• Point of contact for the Service Module and Service Tracking systems to include functionality, upgrade requirements and technical support.
• Manage preventive maintenance services via internal or 3rd party resources required based on extended warranty or preventive maintenance programs purchased by end users.
• Support execution of product installations.
• Work with procurement on open and past due product needs.
• Document PCS issues and report to Quality as necessary.
• Document all actions taken as needed within PCS, Service portals and shared calendars 
• Other related duties may be assigned

Education and/or Experience

• Associate’s degree (A.A.) from two-year college or technical school; or six months to one-year related experience and/or training.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent attendance
• Great organizational, written, and verbal communication skills
• Effective trouble shooting techniques, analytical ability, and problem-solving skills.
• Ability to effectively manage and prioritize numerous tasks and responsibilities.
• Knowledge of Work and Data Base Computer Systems.
• Ability to manage a project from start to finish.
• Good oral and written communication skills are necessary.
• Reading and comprehension skills required.
• Ability to speak effectively and professionally.
• Ability to use MS Outlook to effectively communicate via internet/network.
• Minimum requirement: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply good sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to know when to request directions as needed. Self-starter to seek answers and solve problems.
• This will be an hourly position with the hours being 8:30AM-5:00PM EST.  

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.