Equipment Service Coordinator (Confectionery Equipment) at Tomric Systems Inc – Buffalo, New York

Please Note - If you are seeing this job posting on a public posting site, it is important that you complete the Tomric Systems online job application to be considered for this position.

The Service Coordinator provides key personal connections between our customers and our Service Department. Receives written and verbal communications from current customers, performs triage based on information the customer provides, triages the customer need for optimal customer experience resolution.

• Manages service-related phone calls, voice mail messages, and email messages from customers, actively listens to determine their needs, and responds with empathy and action step information related to:

o Culinary/Confectionery Questions

o Equipment Utilization

o Equipment Malfunctioning

o Parts Need

o Combinations

· Refers all culinary problems to a Culinary Technician and follows up to ensure the issue is fully resolved and the customer has had a totally great experience in working with our Service Department

· Refers all equipment utilization problems to a Service Technician and follows up to ensure the issue is fully resolved and the customer has had a totally great experience in working with our Service Department

· Refers all equipment malfunctioning problems to a Service Technician and follows up to ensure the issue is fully addressed and the customer has had a totally great experience in working with our Service Department

· Creates and maintain a history of service and culinary work that has been provided for each customer using the company-provided software tools.

· Physically receives all inbound parts purchases and places them into proper inventory slots.

· Plans and organizes Service Technician travel.

• Deep curiosity and interest in culinary and/or confectionery/chocolate production
• Service orientation; a deep desire to help customers solve problems
• Excellent active listening and empathy skills
• Excellent oral and written communication skills, and public speaking skills
• Problem analysis and diagnostic skills
• Excellent planning and organizing skills
• Excellent time management skills
• Proficient using Microsoft Office Suite
• Eager to learn and use new software

• Required
  • High School Diploma or GED
  • Associates or Bachelors degree in any discipline
• Preferred
  • Work experience with an auto parts company or car dealership, or providing production support for a manufacturing operation.

· Prolonged periods sitting at a desk and working on a computer.· Must be able to lift up to 15 pounds at times.· Must be able to access various departments of a given location.

· Operations Director (Equipment)DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills require