Customer Service Coordinator- Emea

**Company Description**:

- About TOMRA Food:

- TOMRA Food is a multi-national organization and a leading provider of sensor based sorting and processing technology for the fresh and processed food industries. Developing state-of-the-art technologies, optimizing customers' production flow, and helping to deliver consistent high quality output have been our strengths for more than 30 years in the food industry. Our US Food division is based in Sacramento, CA. and we are always seeking talented and passionate individuals to join our organization.
- At TOMRA, we want people to innovate, exhibit passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We thrive off passion that always focuses and commits to meeting success. We demand a responsible and safe mindset that takes care of our customers, products and fellow employees.
- Responsibilities:
- Identifies the needs of customers and develops plans for service.
- Coordinates response times and identifies service engineers for service response.
- Informs customers, engineers, and agents of preparations.
- Plans for adequate resources on machine installations.
- Plans and schedules preventative maintenance visits.
- Effectively coordinates the schedules of service engineers.
- Delegates assignments to service engineers by their location, availability, and type of service required.
- Records service engineers’ trip assignments in company database.
- Schedules service engineers for technical support assistance.
- Coordinates and schedules service engineers around scheduled time off.
- Communicates with customers regarding advance work (pre-checklist) completed on machine(s).
- Performs regular follow-up reviews with customers.
- Maintains control of service reports.
- Ensures follow-up occurs as noted on service report.
- Ensures returnable parts have been shipped and received.
- Ensures warranty and billable parts are appropriately categorized.
- Reviews service reports and forwards to accounting clerk.
- Acts as point of control for overtime requests.
- Trains new employees in trip process and required data entry in company database.
- Instructs new service engineers in database navigation.
- Demonstrates the procedure for creating time sheets, expense reports, machines and customer lookup to new service engineers.
- Maintains technical files.
- Liaises with warehouse personnel on deliveries and returns.
- Keeps management informed of area activities and of any significant problems.
- Attends and participates in meetings as required.
- Ensures that work area is clean, secure, and well maintained.
- Assumes responsibility for related duties and special projects as required or assigned.

**Qualifications**:
**Requirements**:

- Two years of previous service coordination experience required, preferably in seasonal production type industry.
- Familiarity with travel procedures, geographical locations, customer service practices.
- Knowledge of customer readiness and satisfaction.
- Superior customer service skills.
- Leadership skills with the ability to influence by persuasion.
- Excellent problem solving and planning skills.
- Ability to motivate others and to assign/delegate tasks.
- Attentive to detail and accurate, well organized.
- Ability to handle multiple, different, and concurrent issues.
- Ability to ensure fair and equal treatment of all service engineers.
- Positive attitude in a team environment.
- Excellent interpersonal skills and the ability to deal effectively with customers in the English language are necessary.
- Ability to pass criminal background check.

**Additional Information**:
Desired:

- English lenguage.
- A Bachelor's degree (preferred) in applicable technical area or equivalent training and experience.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.