Essential Functions:

• Manage incoming service requests

• Utilize Field Service Management (FSM) software

• Maintain constant communication with Service Managers to help resolve service issues

• Performs manual entry of service work needed into FSM software.

• Work with Service Managers to help plan shifts

• Manage service workload capacity issues

• Coordinate shipping and receiving of parts/equipment related to 3rd party service work

• Ensure compliance of 3rd party service level agreements

• Provides level 2 technical assistance to both internal and external customers of the InnoServ team

• Gains and maintains a thorough understanding of all equipment procedures

• Performs other duties as assigned.

What you’ll bring to the table:

• Customer  Service — Knowledge of principles and processes for providing customer  services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Business Acumen – Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.

• Speaking – Talking to others to convey information effectively.

• Writing – Communicating effectively in writing as appropriate for the needs of the audience.

• Coordination – Adjusting actions in relation to others’ actions

• Self Management – work effectively and efficiently, managing one’s own time.

• Ability to multi-task, prioritize and be able to work independently or within a team environment.  

• Ability to meet deadlines, deal effectively with people and to recognize conditions that may interrupt day to day operations. 

• Must have knowledge of how to repair and refurbish beverage and chemical equipment.

• Maintains knowledge of current trends and developments related to field service.