Epiroc USA LLC Service Coordinator - Billings in Billings, Montana
United in Performance. Inspired by Innovation.
Performance unites us, innovation inspires us, and commitment drives us to keep moving forward. Count on Epiroc to deliver customer-oriented solutions needed to succeed today and the technology to lead tomorrow.To do this, we believe in diverse teams that work together across borders to develop, produce, market and service the most innovative products available.Grow your career at Epiroc Group!
At Epiroc USA LLC, our Parts and Services (PSD) Division provides a broad range of services with the aim of maximizing customer productivity. We focus on spare parts supply, professional service, support solutions and training. This open Service Coordinator position is based in Billings, MT.
Service Coordinators ensure the continued profitable growth of our service center operations while safeguarding company assets; aid in the perception of Epiroc as the most attractive business partner for our customers, both internal and external; and realize proper efficiency improvements in service operations. This role performs duties that affect business operations to a substantial degree and involves decision-making that could commit the Company to matters having significant financial impact. The successful candidate in this challenging role will possess a demonstrated commitment to personal accountability, attention to detail, team development, and may be involved in planning long- or short-term business objectives.
The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles, underground mining conditions and outdoor weather conditions. The employee will be occasionally exposed to high, precarious places, caustic chemicals and risk of electrical shock. The noise level is usually moderate and at times can be loud. The employee will regularly be required to lift up to 50 pounds, frequently lift 75 pounds and on occasion up to 100 pounds. Personal Protection Equipment is needed on occasion in this role. This position is considered Safety Sensitive.
Dispatch the service technicians to meet customer expectations, and conduct proper customer follow-up to ensure completion to customer expectation
Answer incoming phone calls and e-mails from service customers and provide efficient and innovative solutions that are aligned with the aftermarket strategy
Manage all work orders to company norms for aging work orders
Ensure technician competence development on product, technical and administrative training issues; implement procedures to ensure that all service activities are performed in an organized and structured manner
Recruit, develop and maintain competent people through the full employee lifecycle, within the guidelines of our Affirmative Action Plan and other HR metrics to support our customers
Work within an organizational structure that meets company criteria and fosters teamwork
Cultivate positive business relationships to earn the trust of customers (both internal and external) and ensure timely delivery of service
Assist with business planning to determine the direction of the service operation
May represent the company in handling complaints and arbitrating disputes
Maintaining a courteous and professional demeanor and communication with customers and internal staff at all times
High school diploma or equivalent is required; Bachelor's degree is preferred
Minimum of 5-7 years of practical related experience in the mining or construction aftermarket equipment business, parts and services field experience is highly preferred
Prior demonstrated experience successfully leading teams of employees is required, including development, mentorship, and leading through the full employee life cycle
Effective communication skills are required for issue resolution, including presenting information and responding to inquiries from Epiroc management and internal/external customers
Ability to write reports, business correspondence, and procedure manuals
Experience in successfully leading, developing and mentoring teams through the full employee life cycle
Intermediate level knowledge of MS Office (Word and Excel) and Outlook
Possess a valid/active driver's license
Some travel required in this position
Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With cutting-edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction equipment, and provides world-class service and consumables. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries. Epiroc had revenue in 2021 of $ 4.4 billion USD and has more than 15,000 employees worldwide. Principal product development and manufacturing units of Epiroc are located in Sweden, the United States, Canada, China and India.
Being the best is a challenge that we love to live up to. By keeping an open mind and listening to our employees and customers, we continuously set new industry standards and improve the way we work.
Diversity is key to growing fresh and innovative ideas and solutions for our customers. In the 150 countries where you can find us, we encourage our employees to take ownership of their own development and careers with the support from their leaders. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.
Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.
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