Job Information
ISCO Industries Inc. Equipment Service Associate in Louisville, Kentucky
Description
Key responsibilities include:
The primary contact for issues related to non-working fusion equipment.
Owner of the reinvented Fusion Hotline. The Fusion Hotline is a first line resource for issues related to fusion equipment.
Communicate directly with customers to triage equipment issues and engage the appropriate ISCO SME for solution.
Takes necessary actions as recommended by SME to achieve the best and most expedient outcome. This could include equipment swap or facilitating replacement parts shipment.
Log times and details of non-working rental equipment and adjust rental billing accordingly.
Manages customer owned equipment repair process from machine intake through completion, including aligning customer expectations.
ISCO's parts expert: proficient with McElroy parts finder and Prelude.
Support Maintenance Coordinators as needed.
Presents damaged equipment assessment to customers and facilitates resolution of invoicing.
Additional responsibilities include:
Communicate and collaborate with team members to ensure best customer experience through a variety of actions including: Collaborate with sales personnel to assist and to improve the customer experience with critical thinking skills Handling abnormal requests accurately and effectively, answering any questions. Proactively communicate best method to handle exceptions and deviations from the norm. Discuss recurring issues and collaborate with rental team and Manager to innovate and develop long term solutions. Manage expectation between sales team and warehouses. Empathize with needs of sales team without overcommitting yards. Balance competing interests between multiple stakeholders. Pro-actively meet with inside and outside sales team. Develop strategies to increase efficiency in order execution and clarify procedures as needed. |
Coach less experienced team members on best system practices. |
Cross train in other rental positions to assist during absences. |
Qualifications of Equipment Service Coordinator:
Prior relatable experience with rental; maintenance and/or sales. Prior experience within ISCO preferred.
Possess a strong acumen for equipment mechanics
Self-motivated enthusiastic presence in a team environment
Strong written and communication skills
Professional appearance and work ethic
Preferred Behaviors
Team Player: Works well as a member of a group
Loyal: Shows firm and constant support to a cause
Enthusiastic: Shows intense and eager enjoyment and interest
Preferred Motivations
Self-Starter: Inspired to perform without outside help
Peer Recognition: Inspired to perform well by the praise of coworkers
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Goal Completion: Inspired to perform well by the completion of tasks
ISCO Industries is an equal opportunity employer.