If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.

THE COMPANY

Fluid Management, Inc is one of the local businesses at IDEX. At Fluid Management, Inc., we are the leading global manufacturer of precision dispensing equipment for the architectural paint and coatings industry. We have a manufacturing facility in Wheeling, IL.

SUMMARY OF PRIMARY FUNCTION

The Field Service Coordinator (On-site) is a critical role at Fluid Management that creates a relationship with our Fluid Management Direct Authorized (FMDAs) service providers, Key customer accounts, Technical support, Field service management, Account executives, Customer solutions, Accounting and Production teams. They will provide an exceptional customer service experience for all field service operational activities. They will be responsible for overall Work Order Management from WO open to close including scheduling, dispatch, work order close out and invoicing. They will demonstrate customer obsession by providing clear, complete, accurate and prompt interactions both externally and internally within the business.

SPECIFIC RESPONSIBILITIES

• Fully understand the impact of a Field Service Coordinator including timely response, scheduling, dispatch, resolution and its correlation to customer satisfaction and Service Level Agreement attainment

• Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment, meet deadlines and uphold self / team accountability

• Establish and Development of relationships with key customers, FMDAs and internal teams

• Daily interaction and coordination with internal cross functional teams, Fluid Management customers and FMDAs (technicians) in the area of Work Order Management to ensure product uptime, life cycle of a work order and customer satisfaction

• Efficiently manage support calls, chat, email, and/or other communication from customers, FMDAs and internal cross functional teams with inquiries regarding Work Order Management activities and escalations.

• Customer and FMDA schedule management – ensure streamline process and key driver between Customer and Technician through life cycle of the Work Order

• Collaborates well with other team members to problem solve through Work Order and /or Customer Escalations including Out of Box failures and RMA activities

• Teamwork within the department to support the overall success of Fluid Management and customer satisfaction, communication, and cross training.

• Conducts follow ups, audits and customer satisfaction survey’s with customers and field technicians when and where necessary (calls/emails)

• Updating required systems including but not limited to D365, ServiceMax, JDE, QuickBase, Rise and Microsoft Teams

• Engages with Customers on FM Aftermarket Service Programs

• Process customer service quotes within proper guidelines

• Understanding and supporting FM values

• Will ensure individual ownership and accountability, be self-driven, and acting in a professional and courteous manner

• Works to ensure that proper procedures and policies are in place and followed to support Fluid Management Customers, FMDAs and Aftermarket Programs

• Identify, recommend, participates in document process improvement opportunities

• Maintains basic knowledge of our products

• Performs and assists with day-day Operations and other related duties as assigned or requested with cross functional teams when and where required

QUALIFICATIONS:

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, skill, and/or ability required.

EDUCATION / EXPERIENCE / SKILL / ABILITIES:

• High School diploma

• Two-year+ degree (Preferred)

• 3+ years’ experience in Customer Service, Call Center or other Customer forward thinking position

• Customer centric – Customer-facing and passion for service excellence ‘Above and Beyond’

• Professionalism and accountability

• Excellent communication skills including active listening, exceptional interpersonal, telephone and customer service skills

• Display outstanding self-initiative requiring minimal supervision, positive “can do” attitude

• Proficient computer skills with the ability to learn new software. o Microsoft Office Applications (Word & Excel)

• Strong knowledge of Oracle / JD Edwards or a comparable ordering system

• Ability to learn other software systems quickly ServiceMax, D365 and QuickBase

• Work in a team environment

• Must have solid time management and exemplary organizational skills

PHYSICAL AND OTHER REQUIREMENTS:

• Flexible schedules including and support weekend activities if and where needed

• Prolonged periods sitting at a desk and able to work in front of a computer for a larger portion of the day.

• Must be able to lift up to 15 pounds at times

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The starting compensation for this position is $23.00 per hour. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Job Family: Sales

Business Unit: Fluid Management