Order Processor - Service

What challenges can you expect?

Summary:       

Ensure customer orders and service assignments are completed through planning, coordinating, scheduling and monitoring of progress during processing or implementation.  Provide technical support to Customers and Service Technicians including processing complaints and ensuring all service orders are scheduled accordingly.

Essential Functions:   

• Advise customers and operators in regard to all technical inquiries relating to all MR products.
• Advise customer on all orders including required maintenance, complex projects and upgrades.
• Collaborate with the Order Processing Product (OPP) team on any technical configuration issues to ensure all service orders are completed correctly in a timely manner.
• Interpret, clarify, and understand customer specifications for offers and orders taking into account the MR delivery schedule using all available resources to meet customers’ specifications.
• Ensure all orders are feasible and cost effective to RM and the customers.
• Compile all information to ensure clarity for everyone involved in the project or order and send information to appropriate colleague or customer.
• Enter all applicable data into SAP to ensure all departments have accurate information to process the order.
• Monitor and manage Technician Service reports to ensure materials, workhours, mileage and travel hours are accurate.
• Provide designated end customers / operators with after-sales technical support, if applicable.
• Receive and process Yes We Care (YWC) complaints and any Global Incident in a timely manner to ensure the Complaint Management team can provide quality support to analyze and address the complaints.
• Providing technical support to the OPP team.
• Assist any department within MR to solve any technical issue.
• Inform MR on all potential or actual Global Incidents through their Quality Gate representative.
• Regular attendance at Humboldt facility.
• Must be able to travel Internationally to Germany to receive updated training and domestically for training or to support service technicians.

What do we expect from you?

Preferred Education Requirements     

• Engineering degree or master technician or appropriate experience level.
• Experience in manufacturing or similar environment.
• Knowledge of products in electrical transmission industry.

Preferred Experience  

• Experience in energy terminology
• Basic knowledge of the machine construction industry or manufacturing industry.
• Customer service experience in any industry.

Competencies

• Autonomy
• Communication
• Creativity
• Learning
• Analyzing
• Discipline
• Attention to Detail
• Responsibility
• Project Management
• Organization

Supervisory responsibilities:

This position has no supervisory responsibilities. -He/She will report to the OPS Lead Person in Humboldt with some dotted line responsibility to MR in Germany.

Environment:

Manufacturing, Assembly and Office setting.

Physical Demands:

The employee is regularly required to use hands, fingers, operate controls such as computer equipment and communicate clearly with all employees

Position Type and Expected Hours of Work:

This is a Regular full-time position.