Customer Service Coordinator

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 manufacturing plant in Dubuque, IA. 

Job Description:

Provide technical assistance to representatives and customers to assure proper installation and support of Rite-Hite products is achieved.  Work with engineering and operations to improve quality and improve the customer experience.  Monitor product performance and participate in trend analysis.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Spot trends in product reliability.

Troubleshoot product issues with representative technicians over the phone, through email and during visits.

Train technicians and customers virtually and in person.

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

Negotiate labor cost of warranty claims.

Troubleshoot equipment using electrical and mechanical drawings.

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.

Ability to design and fabricate quick fixes for field situations that are out of the ordinary.

Provide trend and warranty analysis to engineering.

Provide input for installation manuals.

Develop training materials and provide instruction at service schools.

Communicate with the field via technical bulletins.

Conduct transactions in the Enterprise system.

Support R&D as required.

Assist with beta sites installations and performance tracking.

Monitor new product introductions.

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

Responsible for supporting the quality system.

Have knowledge of Enterprise 1, Microsoft Word, and Microsoft Excel.

Inspect field returns and forward the returns to our suppliers when appropriate.

PRINCIPAL ACCOUNTABILITIES
Provide technical assistance to representatives and customers for installation and product support

Reduce quality costs through trend analysis, training, and product troubleshooting

SPECIAL QUALIFICATIONS
Thorough understanding of Door products
Ability to travel up to 25% of time
Ability to handle multiple priorities
Possess a valid driver’s license
Read and understand drawings

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.