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Customer Service Coordinator (Ductsox)

Job Overview

Company Description:

Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment.  Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff.  We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity. To continue our growth, we have an excellent opportunity for a Customer Service Coordinator at our plant in Dubuque, IA. The position is for Ductsox Corporation and ZOO Fans, a Rite-Hite company. 

Job Description:

Provide technical assistance to DuctSox and ZOO fans representatives and customers to assure consistent installation, troubleshooting and support of engineered products in the field.  Work with manufacturing to improve quality and manufacturability and reduce the cost of current production product.  Initiate and develop new product ideas to provide for further growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.
Spot trends in product reliability.

Train and troubleshoot with representative technicians both on the telephone, email and on-site.

Reduce warranty expense through training technicians on troubleshooting.

Assist and support sales and service reps with product and aftermarket information.

Negotiate labor cost of warranty claims.

Troubleshoot equipment/component  by use of engineering prints.

Be available after hours and weekends to assist with troubleshooting on a rotating schedule.

Have knowledge of electrical and electronic components and be capable of reading schematics pertaining to them.

Must be mechanically inclined and able to design or fabricate for the field situations that are out of the ordinary.

Provide to engineering documentation of warranty cost of product improvements or new products.

Write technical bulletins to keep the field informed of changes as required.

Conduct transactions on the manufacturing system as required via computer.

Support R&D as required.

Assist with beta sites.

Survey new product introductions.

Support the set up and tear down of product demonstration shows by directing the assigned staff.

Participate on teams for new product development, cost reduction and product improvement.

Collect data, document and report as required.

Promote and support the sales effort through effective communication to the field.

Responsible for executing and supporting the stop sign and rejection quality system and procedures in the effort for continuous improvement.

Develop field service part instructions.

Have knowledge of JDE, Microsoft Word, Microsoft Excel and DuctSox Pro.

Inspects stock, scrap and returns to vendor.

Assist engineering with drawing changes.

Maintain and operate EO system.

PRINCIPAL ACCOUNTABILITIES
Provide technical/installation assistance and customer service for DuctSox and ZOO products in the field.

Develop, implement and maintain adequate procedures to reduce the Company's exposure to warranty cost.

SPECIAL QUALIFICATIONS
Thorough understanding of DuctSox and ZOO products
Ability to travel up to 25% of time
Ability to handle multiple priorities
Possess a valid drivers license
Read and understand blueprints

Required Experience: 

Associate's degree (A. A., electronics degree preferred) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

We Offer:

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with company paid life and long-term disability insurance and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, paid parental leave, and up to five paid personal/sick days per year round out the package.