Mobile Customer Service Coordinator

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• Pay range is $72,000 - $85,000

As an integral part of the Client-Based Laboratory (CBL) infrastructure, the Mobile Customer Service Coordinator (CSC)/Planner will travel to new CBL sites to aid in the Transition Phase.  While permanent staff are being hired and onboarded, this position will step in as part of the QuickStart Team to immediately begin work for the new CBL client.

Essential Duties and Responsibilities, including the following, but not limited to:

• Builds and maintains customer’s relationships by offering a consultative approach.
• Identify customer needs, opportunities, and makes decisions on next steps.
• Manages date of delivery to customer, based on knowledge of workflow and delivery schedules.
• Acts as a Planner to create work orders in the CMMS, accurately enter instrument data, close work orders upon completion, and maintain instrument database.
• Route instruments to other labs or to approved suppliers, as required
• Advise customers of status and/or completion dates of repair and calibration; coordinate customer pick-ups and insitu calibrations.
• Relay general technical information to customers.
• Create and/or receive POs in Transcat’s business system.
• Prepare customer paperwork for shipments.
• Package/Ship and Unpack/Receive instruments.
• Always establish and maintain professional telephone etiquette for incoming and outgoing calls.
• Work in accordance with company practices and procedures and generally accepted business and technical standards.
• Assist in onboarding/training the permanent CSC hired for the CBL.
• Other duties as directed.

Supervisory Responsibilities:

• Assist CSCs at Transition Phase CBLs as needed.  Provide guidance and mentoring to CSCs as they learn the duties of their job.  Answer questions related to the CMMS they are using at the CBL site or related to Transcat’s business systems. This position is not responsible for direct reports/subordinates.

Qualifications:

To perform the job successfully, an individual should demonstrate the following:

 Effective and Positive Communication

• Contributes ideas for improvements to the organization, team and customer experience
• Expresses ideas clearly and concisely in writing; documents customer communication where appropriate
• Consistently contributes to meeting team goals and proactively helps all team members succeed.

Problem Solving and Resourcefulness

• Identifies and offers solutions
• Applies appropriate amount of time and resources to problem resolution.

Quality, Accuracy and Productivity

• Ability to do a complete job, free of errors, which satisfies established standards.
• Work is performed in a timely manner; volume of work meets expectations.

Knowledge of Business Systems and CMMS

• Expert knowledge in IBM AS400/APLUS related to CSC responsibilities.
• Expert knowledge in CalTrak and C3 related to CSC responsibilities.

• Build a working knowledge of multiple CMMS platforms as training is received for each software platform.

Travel

• To perform this job successfully, an individual must be able to travel via commercial airline to each CBL job site. Travel may include national and international travel.

Education and/or Experience

• Bachelor's degree (B. A.) from four-year college or university; five years related experience; or equivalent combination of education and experience. Experience in a FDA-regulated, GxP environment preferred.

Physical Demands

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to risk of electrical shock. The employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions and vibration. The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.