AE Techron is a world leader in wide bandwidth power electronics for Test Labs, Research Institutions, MRI/NMR and EMC industries. Our customers are Fortune 500 companies and leading research labs around the globe. AE Techron products are recognized as being robust, technically superior, and very well supported.  

We are currently looking for a Service Department Coordinator to help manage our company’s repair customers and support needs. This individual will be focusing on our Service Department offerings and being the face of our world-recognized service support, driving forward our company-wide goals for customer satisfaction and responsiveness.

This position will report directly to the Operations Manager.  

 

The Service Department Coordinator’s objectives include:

• Act as frontline client facing lead for all customer service support efforts for AE Techron, Crown, JBL and OEM repair customers. 
• Manage customer service experience and documentation, from customer initiation of a Service Ticket, through product shipping back to the customer and AE Techron’s receipt of payment. 
• Maintain and create SOPs (Standard Operating Procedures) as needed for Service Department Coordinator responsibilities. 
• Collaborate with sales, operations, and warehouse staff to keep Service Department orders and shipping needs on track. 
• Handle mid-level client inquiries, complaints, and direct problem resolution efforts for Service Department cases. 
• Communicate Service Department activities and issues to company management. 

Daily and Monthly Service Responsibilities:

• Greet and assist Service Department customers who need basic technical and non-technical support in-person, over the phone, and by electronic communication for Crown and JBL products. 
• Process Service units, including moving them to and from pick up/drop off locations in the facility. 
• Process customer invoices and payments for Service Department orders and repairs. 
• Manage Service Department repair schedule, communicating internally and to clients the estimated wait times, or any issues that could extend service repair time. 
• Maintain accurate CRM (Customer Relationship Management) records, ensuring customer information is up to date, customer issues are understood, recorded, and matched to the individual unit in for repair.  
• Create documents and enter information needed to ensure prompt shipment and return of the correct repaired unit to the correct customer. 
• Process documents including shipping invoices and COD shipments. Enter information into appropriate systems in a timely manner. 
• Serve as repair back up when current service technicians are behind or unavailable due to vacation or illness. 
• Maintain online database called Service Book of Knowledge that records symptoms and failures, categorized by model repaired. 
• Organize, track, and maintain inventory and necessary stock of parts for Service Department items in a usable database for team.  

Qualifications / Skills:

• Customer focus. 
• Comfortable interacting with others online, on the phone and in person. 
• Basic understanding of invoice processing and product inventory monitoring. 
• Basic soldering skills, ability to read a schematic. 
• Familiar with basic Service Department tools including DVM and Oscilloscope. 
• Comfortable with Microsoft Office, and in learning new computer systems. 
• Ability to work with details, changing priorities, and time-sensitive issues. 
• Willingness to learn and support company growth goals. 

Education, Experience, and Licensing Requirements:

• Required: Associate degree in Electrical Engineering Technologies and/or Computer Science. 
• Required: Understanding of basic electronics concepts, basic soldering skills 
• Preferred: Interest in or experience in professional audio products. 
• Preferred: Minimum of two (2) years of experience in customer service and/or electronics repair. 
• Preferred: Associate degree or higher in business related field or equivalent experience. 

Anticipated Compensation Range:

• $21.00-$24.50 per hour 
• Commensurate with education and experience.