Chatbot Coordinator

What challenges can you expect?

Summary

The Complaint Management Chatbot Developer / Coordinator will work closely with departmental experts/leads to design, develop, and deploy chatbots aimed at addressing top-issue topics through departmental-specific FAQ-based interactions. This role involves creating decision flowcharts, ensuring smooth integration of chatbots, and continuously improving their performance to enhance overall department efficiency and customer (both internal and external) satisfaction.

Essential Duties: Work locally with lead personnel from other departments (from the RM plant in Humboldt, TN) to develop flow charts and their associated chatbots for critical departmental functions for the purpose of streamlining both routine tasks and better facilitating complex tasks, with the overall goal of improving departmental efficiency, capturing critical knowledge in an easy-to-access format (I.e., chatbot), and applying the benefits of AI to daily practices of RM departments.

Typical Responsibilities:

• Collaborate with experts in each department to identify and define top-issue topics for the FAQ chatbots
• Develop decision flowcharts to guide chatbot interactions and responses
• Design, build, and implement chatbots tailored to departmental needs
•  Test and refine chatbots to ensure accuracy, efficiency, and user-friendliness
•  Monitor chatbot performance and gather feedback for continuous improvement
• Provide training and support to staff on using and managing chatbots
•  Regularly use MS Power Virtual Agents, MS Power Automate, MS Visio, MS Teams, and other Microsoft Office products (in the development of decision flow charts & the chatbots)
•  Stay updated with the latest chatbot technologies and trends to incorporate best practices

Environment:

Primarily office environment with some visits to the production floor, etc. as needed

Physical Demands:

The employee is required to regularly use hands, fingers, to operate controls such as computer equipment, and is required to communicate clearly with all employees across the company. There will likely also be a need to physically and frequently visit colleagues in their office / cubicle to learn and exchange information (needed for the development of the chatbots).

Position Type and Expected Hours of Work:

This is a regular full-time position with a minimum of 40 hours per week.  

Travel:

This position may require minimal travel within the US and rarely (but possibly) overseas (Germany)

What do we expect from you?

Qualifications / Experience:

• Good working knowledge of, and experience using current MS-Office products (I.e., MS Teams, Excel, Word, SharePoint, PowerPoint, etc.)
• MRP experience (SAP experience preferred)
• Excellent communication skills (both written and verbal)
• Experience working with departmental transactions in a manufacturing environment
• Strong analytical skills with the ability to identify inefficiencies and propose effective solutions.
• Excellent communication skills, both written and verbal, to convey complex information clearly and concisely.
• Proficiency in process mapping software and tools (e.g., Microsoft Visio, etc.).
• Ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously.
• Detail-oriented with a strong focus on quality and continuous improvement
• Experience with use and development of business-related chatbots (note: while this is not a requirement, such experience is considered a plus)
• Ability and willingness to present concepts / reports / training documents / etc. to a potentially large audience in both a remote and in-person type settings

Preferred Education / Experience:

• Bachelor’s degree in either engineering, computer science, business administration (and/or or equivalent in working experience, preferably in a manufacturing environment)
• 5-10 years of experience in the general operational tasks / transaction of a manufacturing company (preferably that builds equipment and devices for the power utility industry)
• Some experience with process decision and flowcharts, with focus on experience in creating and managing process decision and flowcharts within a manufacturing setting

Competencies (preferred):

• Self-motivated (willingness to maintain daily & continuous improvement efforts independently)
• Communication skills (possess good and timely verbal, written, and computer communication)
• Innovation (ability to generate ideas for problem solving, data management, improvements)
• Learning (willingness to engage in continual learning related to processes and products)
• Analyzing (ability to collect, prioritize, report, and utilize data related to the chatbot use)
• Discipline (good work ethic, and ability to work effectively independently when required)
• MS Office Tools (ability to use create and use Excel spreadsheets, Outlook, MS-Teams, etc.)
• SAP MRP system (ability to navigate through and obtain information from SAP)
• Organizational skills (ability to consistently and effectively manage priorities, data, time, and communications, to provide timely, accurate, and important information to the management team, and ultimately and consistently accomplish stated goals in high percentage)