Job Description

This position acts as a communicator for the department and has daily interaction with all service technicians and managers. The position provides primary oversight and direction to all matters of Service Invoicing, Fleet Service Vehicles, Uniforms, Calibrated tool assets.

KEY RESULT AREAS ("KRA"):

• Order Entry
• Invoicing All Verticals Gas Detection, Instrumentation, Valves
• Scheduling (If necessary) Quart, Semi, Annual.
• Provides order support to customers.
• Provides support to inside and outside sale.
• Other duties as assigned.
• Job Requirements

KRA #1 – Invoicing All verticals of Service (Instrumentation, Gas detection, Valves) 50%

• Maintains a complete, timely and accurate workload in Service pro and P21.
• Ensures all invoices that are ready to complete are invoiced.
• Ensures that time on FSR vs Time in Paylocity reflects correctly.
• Verifies that if SOW changes that we go back to customer for change order.
• Identifies if purchase orders being processed are "critical" in nature.
• Compares quote to PO for exactness.
• Verifies accuracy of sales representative assignment
• Ensures order type/assignment is correct.
• Verifies payment terms are correct (compare PO to P21 system)

KRA #2 – Order Entry 15%

• Provides support with entering New PO’s with Endress Hauser and P21 if not scheduled enter it into Service Pro.
• Conducts random calls to customers regarding recent service orders to solicit feedback regarding ECI’s performance.
• Identifies and communicates appropriately any issues that may appear anytime throughout the order entry and services rendered process.

KRA #3 -Fleet Service Vehicles, Uniforms, Coordinating Internal Training 15%

• Assign Vehicles, Registration, Insurance, Schedule Maintenance, Wex, Enterprise, Work with accounting on insurance claims.
• Pont person for Cintas, Set-up new Technicians, monitor usage, Set quantities.
• Coordinate Internal training, Work with Training Manager, Work with manufactures for training dates, collaborate with supervisors to work with their reports on scheduling, Update calendars, Assign PO’s for the associated training.

KRA #4 - Special Projects 10%

Engages in special projects and other duties as assigned, i.e.: back up support for coordination coverage as required.

KRA #5- Other duties as assigned.10%

Engages in special projects and other duties as assigned

Competencies:

Lives the ECl's Values 20%

• Is passionate about the customer’s experience by means of responsiveness and determining problem solving solutions.
• Is Committed and enthusiastic toward learning about the products that Eastern Controls represents and the customer base we support.

Critical Thinking/Multitasking

• Ability to examine issues and ideas and to identify good and bad reasoning in a variety of areas with differing assumptions, contents, methods and criteria.
• Can juggle multiple tasks efficiently.

Teamwork/Collaboration

Capacity to work with others towards a shared goal, participating actively, sharing responsibility and rewards, and contributing to the strengths of the team.

Communication

• Actively listens and shares.
• Provides regular, consistent, and meaningful information.
• Uses appropriate grammar, pronunciation, tone, and methodology.
• Proactively strives to consistently achieve excellence in all tasks and goals along with timely and accurate quotes.
• Establishes personal rapport with customers (internal and external)

Industry awareness and job knowledge

• Understands our industry and how the business works.
• Has awareness of what is or is not “good business”
• Is familiar with ECIs electronic systems such as required.
• Is knowledgeable about current policies, practices, trends, laws, and information that may or may not affect the organization.

Requirements

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required.)

EDUCATION/ REQUIRED: High school diploma or equivalent.

CREDENTIALS: N/A

EXPERIENCE: At least 5 years as a customer service representative or other related position.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

Individuals may need to sit or stand as needed.

May require walking primarily on a level surface for periodic periods throughout the day.

Reaching above shoulder heights, below the waist or lifting as required in order lift documents and other items throughout the workday. Proper lifting techniques required. May include lifting to 10 pounds on occasion.